In episode 61 of Mission: Impact, Carol and her guest, Larry J. Robertson discuss:
Larry Robertson is an organizational development and certified governance consultant who specializes in helping nonprofit and state and local governments assess, plan, and improve organizational strategies, governance, leadership, and talent. His work includes organizational assessments, strategic planning, strategy coaching, nonprofit board development and transformation, and talent management. He tailors services to fit the needs and aspirations of each organization through an appropriate mix of analytic consulting, coaching, training, facilitation, and product development. Larry has extensive experience offering these services to organizations that range from small, startup nonprofits to large, mature state and municipal agencies. He has an M.A. in Human Development from the University of Maryland and a B.A. in Psychology from the University of Miami.
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Carol Hamilton: My guest today on Mission Impact is Larry Robertson. Larry and I talk about the fundamentals of healthy nonprofit governance, red flags that governance needs attention, and why boards should be hearing from and interacting with more staff than just the executive director
Mission Impact is the podcast for progressive nonprofit leaders who want to build a better world without becoming a martyr to the cause. I am Carol Hamilton, your podcast host and nonprofit strategic planning consultant.
Welcome, Larry. Welcome to Mission Impact.
Larry Robertson: Thank you, Carol. Good to see you.
Carol: So I'd like to start the conversation with helping people get some context of your background. So what would you say drew you to the work that you do and, and what motivates you? What would you describe as your why?
Larry: I mean, I think the simplest answer is, is having discernible impact. And I, I, I know we're gonna talk about governance some, but I came that route somewhat indirectly. Okay. I was sitting on a board some years ago and We were nominated for an award. We ended up winning the award. And as a result of that, we got two free trainings. I was one of the people who went to the training. Then out of the two of us, they asked, Well, who can sit on the committee to select our winners for the next year? And so I was that person who didn't step back when they were looking for volunteers. And I ended up being on that committee in 2012. And, and they haven't gotten rid of me yet. And as a result of that, I was on a board that had a significant impact, but that was the impression that I had. But then as I started to learn more about governance, I started to see just how significant an impact the board can have by what it does or what it doesn't do. And we can talk more about that.
Carol: Excellent. You often work with organizations around board development, around governance, strengthening their governance. What would you say are some of the fundamental elements that folks involved with non-profits really need to understand about non-profit governance?
Larry: I think there are probably a couple of things. One is the fiduciary responsibility that a board has, is one of the paramount things. And then one of the things that tends to happen is that boards. Play out how they carry out that function in either a range of ways, one of which can be very onerous and they can be over-involved in the organization and down into the weeds of it. Where if they have competent staff, they don't really need to be there. They need to play a different role and be complementary to the staff. The other one that is equally dangerous is when they fall behind and don't play an active role and pay attention. The detail and one of the biggest ways that that happens is by not observing the extent to which the organization has the capability to survive and then preferably to thrive. Cuz what my work focuses on is how do you actually get organizations to thrive? The sweet spot is the great spot. And that's where boards recognize that they have this, august duty to be the fiduciary body of the organization. But they also are strategic partners with the executive leadership. They recognize as a fiduciary body also and strategically they recognize the need to kind of. Ensure that the board, that the organization has sufficient resources to operate, that there's this clear vision to a path to the future. And that their focus is as much there as it is about the inner workings of the organization. And they look for results to come back to them rather than the detailed process pieces. And, some of the conversations I have with people are really about the concerns they have about the role that the board plays. And if those rules of engagement aren't clear, you can get a lot of fuzziness, you can have 11 people on a board, and they all have 11 different interpretations of what governance entails. And so a large part of what I try to do is some level setting of really trying to get down to things like what's the purpose and do we have a shared understanding of the purpose, the roles, the responsibilities of the board. And then, then we can talk about tactics of how you actually make it work.
Carol: Absolutely. And you started out by saying fiduciary responsibility and I'm, I'm could, could you just define that for folks?
Larry: I mean, you're the stewards of an institution and that means that you have a range of duties, duty of care, duty of loyalty, all those things. But more or less, what it basically means is that the institution is within the grasp of the board and that the board really can be looked upon as the chief responsibility officer. They actually represent the highest level of responsibility within that organization, legally and morally so to speak. And so they need to make sure, much like parents need to make sure that. Their family is taken care of. When you send some of your kids off to college, you wanna make sure that the university takes care of them as well. And so there's a, there's a really August responsibility that you have as a board member and people as they consider board membership, they really do need to take that seriously because legally they're the ones that are gonna be responsible for that institution. And I keep calling it an institution because of some boards. Look more toward the leader and not as the institution, the cause, the purpose of why we're actually having this non-profit exist, and that is really typically supposed to be the paramount reason why the organization exists. It's so easy to get caught up in all those interpersonal things and either, trying to be out front of the staff leader or following the staff leader or, depending on the stage of the organization. They may not even have that yet. But I think a lot of folks go into board membership leadership without really understanding. How they are on the hook for the organization, its purpose. And not necessarily the, the, the people the individuals that happen to be there, happen to be around the table at the time. Although, of course, those individuals have so much impact on whether the organization is thriving or not, particularly if they're founders. And if, if I'm on a board and looking at a founder, I have to look at this as if that is their baby. That is their brainchild, and you have to respect that. At the same time, that can't be the only driver of how you operate. And so you wanna be respectful and it's a really delicate balance to strike.
Carol: And, and I think you've already named a few of those, but what are some red flags when you're coming into organizations that signal to you that governance is weak within the organization?
Larry: Well, I'll say that governance needs opportunity strengthening for improvement. . I think some of the things are: lack of clarity about the purpose of the board, whether the board is really in the game to have true impact, or if it's there because legally you have to have a board in pretty much every state. The extent to which the board members are engaged, and that would mean that they participate in strategy setting. That they recognize that their role is complementary. To the staff, but distinct from the staff that they also have some sense of where the organization is in its development. And that is one of the things that we can get hung up on is some of, I think you and I have talked about this before, some of the orthodoxies that people follow, everything is situational. And if a board recognizes that the organization is at a particular place and its development. It needs to govern according to that and then where it's headed after that point. So a very new board or a new organization that is getting its footing needs a different level of governance than, say, a board that, an organization that has. 20 years of experience resource rich and has, really more existential strategic concerns at hand. The other thing is the extent to which boards have made the simple decisions about what participation entails. What including expectations around whether you give, you, get funds or those sorts of things. And so basically at all to the extent that the roles. The purpose, the responsibilities of the boards are clear and that they actively make a meaningful impact on the organization. And so those are some of the, some of the key features, I think, and the extent to which they actually view themselves as a cooperative body and collaborator with the staff is one of the things I'll look for.
Carol: A couple things in that, that you talked about. I was working with an organization and, and I generally am working with them around strategic planning. I think one value is that those of us who are consultants that go from organization to organization and, and have some of that perspective around, around a life cycle, a typical life cycle of a nonprofit, they were going through that very common transition from a completely volunteer board. They'd had staff for a little while, but we're still struggling with roles and responsibilities and, some of the founding board members wanting to have things, the way they'd always been when, when they did everything. And just being able to share that construct of you're going through a very typical transition, it calmed everybody down. Mm-hmm. because they'd made it so you know about the personalities in the room versus just the very typical organizational transition that they were going through, and how then roles needed to be renegotiated and, and rethought. So I really appreciated that. And then you talked a couple times around the complementary role of the board and staff and then having a collaborative Engagement with the staff. And one of the things that I've seen where some of those orthodoxies around board governance maybe have been misapplied have been where some of them work around. The executive director, as the only staff person of, that's chosen by the board and then that real bright line between board and staff that that can be, can become so, Hard and fast that the executive director is really the pivot point and neither group talks to each other. And so then that, to me, I've observed where that just puts so much power in that executive director role that it can be really harmful to the organization.
Larry: I think that it's a communication, but more or less it's a management leadership issue around permeability. It's true that the board does oversee one person, which is the exec, the chief exec. However, that is not a hard and fast firewall. A good board is gonna be inclusive. And it's gonna be comprehensive in where it gets its information from. It's gonna get that information from staff as well as external parties as well, who have a vested interest in the organization. So I'll, so let's base it on, what I've seen is the high functioning organizations and what they typically, what you'll typically see at the board meetings are open staff who are welcoming and sometimes actually have a role in those. They pay very particular attention to key staff, particularly financial staff in, in board meetings because they have a level of insight that is contributing to board's decision making. They will play a big role with development people. And oftentimes, I know at least on the board that I was on, we would follow the lead of the development person and the chief executive. And so there was a very close relationship there. They'll pay a lot of attention to what's going on programmatically, but only in the sense of not getting into the machinations of programming, but in terms of the impact that the programs are having on the population that they're intending to serve. And so that relationship tends to be really collaborative in the sense that the board needs to make, needs to deliberate and take certain actions, and they can't do that in a vacuum. And the chief executive. A good chief executive will recognize that they don't have to be the expert in the end all in the conversation. And so they will invite into that conversation the people who have the bird's eye view of those particular areas. And that will inform the board in making, really having well rounded deliberations because the staff will be right there in the mix of that conversation and there, and there's a clear distinction between who has voice and who has vote. What a tendency in these really high functioning boards, a staff board and other people that they invite into the conversation have a voice. At the end of the day, the board has the vote, but the question is, what does the board have the vote on? And so that brings to another chapter in the conversation, which is how do you make a clear delineation between that, which is the provide of staff and that which is the provide. The board and while they might have conversations that have some overlap, who takes action and makes decisions is gonna be, should be clearly delineated. It makes it, it's not as nice and neat as I'm portraying it, but to the extent that you can get it close to there, it will make for a better partnership between the two parties. And there will sometimes be some tension, but tension isn't necessarily a bad thing. It means there's a resolution that needs that's around the. If you work it the right way.
Carol: And I think what I've observed is folks really wanting it to be a very bright line and, very. And, and so struggling with the ambiguity of, is this ultimately a board responsibility and role or what role does the staff have in it, especially around strategy, aligning to the mission and those kinds of things. What have you seen where organizations have, have done a good job of, really setting their, their strategic alignment and being inclusive and yet, honoring the responsibility the board has with that fiduciary.
Larry: I can think of a couple of recent examples from me of organizations that have won the board leadership award, and they both, they actually both have, they have a couple of things in common. They serve marginalized communities by and large, and they were large organizations that decided to make huge changes. Their physical plant, including one, in one case, the place where they serve, because where they served really affected who they served. And they made changes to partnerships. And so all of these things came into play that affected how they looked at what their mission was and any shifts that they made in mission. They had those conversations in concert with the staff and the communities that they served, so they weren't just doing it in isolation. They engaged very thoughtfully in a very planful, intentional way over a significant period of time and made these significant shifts in that. Put them on the line in terms of how they raise money, what they raise money for, the partnerships that they created to create these new physical plans, because they actually had to do that in one case, the organization moved from one part of DC to a different part, and that was a radical shift, and they basically referred to themselves as a placed based organization, but they had to get staff aligned with that. Both of them did if they recognized it in order for them to make the major shifts, they were pretty bold moves in both cases. They had to adopt the mentality and an orientation and a practice of full ownership. Of all partners, staff were partners. Not these, not something, they weren't doing things to staff, they were doing things with staff and in the end it made their success more apparent because they were able to accomplish these, these, big things. And, a few years out, in both cases, they're actually now, you know, prospering as a result of that relationship. And they don't have the types of tensions that a tendency when. Are not, they're not necessarily an afterthought, but they're not engaged in the processes as genuinely as they should be. And staff will know if they are really owners. And it's, and I make the distinction between owning and buying in, It's great to buy into something, but you actually get a whole lot more bang for the buck when you can get everyone to own it because they actually are part of the making of it. And, and I think in these cases, that's the difference.
Carol: . And I, the way you're talking about it when it's, when folks are trying to really, I think find that, that perfect bright line of, the, what's, what's on the board side, what's on the staff side. There's the, there's often To me, what it comes down is, is power dynamics and the healthy relationships that you're talking about are more of that partnership, more of that power with rather than power over. And so really appreciating that we all have our different roles. We're not gonna all be doing exactly the same thing, but if ultimately we're pulling in the same direction and, and own those decisions I think that makes a huge difference. But it takes a lot of trust. I'm, I'm working with a group and there's, there's a lot of questioning around all, all the different basic VO vocabulary and what do people mean by each thing and, and, and to some extent, I, I'm curious about what the real level of trust is with between the different parties that's there,
Larry: You said something, Carol, that I think triggered something that I hadn't thought about as overtly as this before, and that, and you basically described emotional intelligence. Maybe a different twist on a question you asked earlier. What would I, what do I see in those boards that really work well? That's actually one of the things
Carol: Is it the board members and those and the leaders all?
Larry: It’s an emotionally intelligent organization.
Carol: So say more about what an emotionally intelligent organization looks like.
Larry: Well, one of the biggest things is that everyone is gonna be mission driven. I'll give you another example of one of these organizations, and they just blew us away. When they were coming up for the board leadership award a few years ago, they recognized that they were at this inflection point, some time ago, that they had lost a significant funder. They were doing work both nationally, internationally, and thought that they needed to, really focus and make a shift. So it's a part of their strategic plan. They did a couple of things. They wanted to focus more on really serious aggressive development of raising funds. So they brought a couple of people onto the board who were, and one of whom I know. So it's like if they got hurt, then they were rocking . They got these two high level development people on their board and they started to create this whole path of development as a part of the board membership. But one of the other things that they did that I thought, One of the most emotional and intelligent and mature things I've seen is that they actually set out a plan to fire themselves as a board.
Carol: Say more about that.
Larry: What does that look like? So what they essentially did is they set within a certain amount of time, each member of this board will be off of the board. And I think it was maybe about three or four year period. And at the time that they came up for the board leadership award, we, we were talking to the last two or three members of that original, that previous board. Both of whom I would put on any board on Earth, quite frankly, they were just that good. But the thoughtfulness and the selflessness behind what they did was just so admirable. It was one of the few times in the interviews and boards, I didn't ask any questions and at, and at the end I asked my committee mates, Can anyone poke a hole? And we are a really critical group, , and the room went silent and they, and it was just because they had that, they had, they were just pumping on all cylinders. And that was a good example of how the organization from staff to board recognized that culture is based upon leadership, and leadership is dependent upon the emotional intelligence of its.
Carol: And what they did there sounds like they were really intentional about essentially succession planning for, from the board point of view and, and really building a, a pipeline and, and seeing their exit versus, I've gotta stick around cuz I was here at the beginning.
Larry: Right, and they also understood what drove them was, they looked to the future and said here are the competencies, here are the skills, the, the experience, the attributes that we need to have now and into the future. And I know you and I did the piece on succession planning with another group and that it sounds very familiar, doesn't it? That they looked into the future and said, this is what we're gonna need. . And so let's now start to prepare for them, and that is like one of the biggest things that a board can do is to be, and that is really one of the charges as a strategic body. What a board should be able to do is to start to project and, and, and you don't do it with a crystal ball because life does interrupt, but you wanna look into the future to the extent that you can and start. Look at, what aspirations, what challenges, what opportunities are down the pike and who's around the table to help us address those things. And that's what the, and that, and I think in the, the cases that I've presented so far, that's what the boards have done, is they've all been really very intentional about recognizing what the future might look like for them and how they can have an impact on that future by making, smart strategic decision. By incorporating the input from different sources of information, data, people, et cetera.
Carol: And one of the big things that has been demonstrated through research over and over again is how White, top organizations are, especially at the board level and, and that disconnect between the folks who are sitting around that table and the purpose of the organization, who they're trying to serve. And, and, but that, that lived experience not being centered in the conversation. So I think a lot of organizations are really grappling with that right now. And, and it does take some emotional intelligence to realize, Okay, it may be time for me to step aside.
Larry: True. And because the question is who are you serving? Are you serving self or institution? And in each of the cases that I've talked about so far, it was very clear that these really high functioning boards understood what their purpose was. That their purpose was not about them. It was about the mission. It was about the people that they serve, and they put that above all else.
Carol: Well, that's why I started each of these conversations with a question around why, because it's, it's just so important.
So at the end of each episode I play a game where I ask a random icebreaker question that I have a box of. So. I always put out three so I can just grab one from it. So what mistake would you say you keep making over and over again or, what lesson does the universe keep throwing in front of you that you have to learn over and over again?
Larry: Let's see. Only one?
Carol: One's good enough for today.
Larry: I think the one that I remind clients of that I have to keep reminding myself of is that it is around the concept of the stages of change. And I know if you're familiar with what Percha and Clement's work and recognizing that you can't always jump into action mode if. Haven't gone, worked through the processes and basically the stages of change. Talk about pre-contemplation, where you're thinking about thinking about it, and then contemplation, and then you're actually thinking about it and then planning and, and, but much like most consultants, I have to take a step back and constantly remember, we're not ready for action yet because they are not emotionally, mentally at that place. And so I have to keep reminding myself. The process begins is really about figuring out where someone is in the stage of change and getting them to move from that. Your task is to get them to move from that stage to the next, not directly to action if they're not ready for that. And so I think that is an age old thing that most consultants battle with. And we have to, we actually have to pray on it, meditate about it, or whatever. It's a level of mindfulness that's important to keep driving us.
Carol: Always a question that I have for myself is, am I doing what I'm asking my clients to do? Am I doing it myself and staying true to that? Or am I just yapping about something? ? So it's an important thing to remember. So what are you excited about? What's up next for you? What's emerging in the work that you're doing?
Larry: I think I've. Finding these opportunities with these small startup organizations and I'm finding some real stars. There's one I'm working with now that I've been really excited about because they've only been around since 2018, but they have already progressed beyond the thinking and how they have actually put together their pieces. They've already passed a lot of organizations that have been around a lot longer because they do something very simple, which is that they listen. And they ask questions about what they should be doing, and it's like, Oh, I love these. And they're, and they're a group of young people and young people of color. And so they, they've, they've gotten my attention. And there's another project that you'll probably relate to this, that. I'm working with the Center for Nonprofit Advancement in the DC Bar, Pro Bono Center on, it's putting together some sort of a package. We haven't put together this toolkit yet on helping folks think through the process of starting a non-profit. What you experience, what I experience as consultants is that we walk into habits that have already been formed. And so what this initiative is that we are trying to kick off probably in, in 2023, is to get them on the thinking, the conceptual stage of it, and to give them a good running start to include the recognition that you need to have the right people on the board to. They may not be the people who are gonna be on your board three to five years from now. Right.
Carol: And start that mentality from the very beginning.
Larry: Understanding the developmental stages as an organization that you're gonna go through and what you need now and what you need as you move on toward, having your feet solidly, planet on earth will be a very different type of dynamic. And some, in some cases it may mean that the founder may need to shapeshift into a different role as.
Carol: , I really appreciate folks who are founders who realize that that's their energy, that they're really good at getting things started, but not necessarily the right person to stick around for a long time. And they may need to go start something, a new thing or, or they become
Larry: The face to voice, the passion of the organization. It depends. I mean, it depends. And someone else can operate it. And that happens a lot with the people I've worked with. Arts groups, particularly performing arts groups, and that tends to be, what they do is they siphon off the artistic part from the organizational part, right? And they have this bifurcated management structure, but it works for them as long as they, again, have clearly delineated roles.
Carol: Exactly. Well, you mentioned the board leadership award. It's, and it's the org I think it's the organization that you mentioned, Center for Nonprofit Advancement in DC which is essentially the, the state non-profit association for the DMV area and I'm on their other awards committee, so for full transparency, the one that looks at the executive director and the CEO of nonprofits. And, and, in that, in those conversations we're having the same deliberations and the people that end up winning that award really have that Emotional Intelligence, but also I think the emotional maturity and health to be truly collaborative, both with staff and with the board. So. All right. Well, thank you so much. It was great having you on the podcast. It was, I, I really appreciated our conversation.
Larry: Thank you. And I'll think about that last question again.
Carol: I appreciated Larry’s point that while the roles and responsibilities of the board and staff need to be clear – they are not a bright line – and there should not be a firewall between board and staff beyond the executive director. This is always a balancing act because it can be too easy for board members to get too far into the operational aspects of the organization or start acting like a staff member’s boss when that staff member reports to the Executive director. So it is messy – and needs frequent attention and likely renegotiation as the organization grows and matures. I also appreciated Larry’s point around cultivating open communications throughout the organization. That for the culture to be truly impactful and collaborative – board members should know staff and likewise. The executive director should not be the sole source of information that the board relies on. I have worked at organizations where staff were literally prohibited from speaking to board members unless they were on the senior staff. To me this is a red flag. It points to a very controlling and top down culture. What is the ED afraid of in that case? Perhaps it is inappropriate complaints by staff going to board members? And if so – is there a safe and clear way for staff to share their feedback and challenges? I have experienced executive directors so closely managing what information was shared to hide real challenges within the organization from the board – to the point in one case where the senior management almost bankrupted the organization. So communication, trust, collaboration and transparency – all things that will result when the folks involved in the board – staff partnership that undergirds healthy governance have the emotional intelligence and maturity that Larry mentioned.
Thank you for listening to this episode. I really appreciate the time you spend with me and my guests. You can find out how to connect with Larry Robertson, the full transcript of our conversation, as well as any links and resources mentioned during the show in the show notes at missionimpactpodcast.com/shownotes. I want to thank Isabelle Strauss-Riggs for her support in editing and production as well as April Koester of 100 Ninjas for her production support. Please take a minute to rate and review Mission Impact on Apple podcasts or wherever you listen to podcasts. It helps other people find the podcast. We appreciate it! And until next time, thank you for everything you do to contribute and make an impact.
In episode 60 of Mission: Impact, Carol goes solo to discuss:
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Carol Hamilton: Welcome to Mission Impact. Welcome to my 60th episode, and in this episode I'm gonna be focusing on the work that I do with organizations and talking about strategic planning. I came to strategic planning, probably naturally I started my interest in working with organizations and their organization development by being part of a strategic planning process at a local organization where I was a member. We used what's known as an appreciative inquiry process, but going through the whole process and being led by the consultant made me very curious about this whole approach.
Welcome to Mission: Impact, the podcast for progressive nonprofit leaders who want to build a better world without becoming a martyr to the cause. I’m Carol Hamilton, your host and nonprofit consultant.
On a personal level, I really enjoy planning. Used to love when it was back to school time and it was time to get those new planning notebooks for the school year. And now as a professional, I have probably way too many notebooks where that helped me with my daily, weekly, and monthly planning. And yearly I'm coming to, we're coming to the end of the year here. And I'm looking forward to spending a good chunk of time thinking through what this last year has brought for me and what does the next year look like and how can I get ready for that?
So that's all at the personal level, but why do strategic planning and why is it called strategic planning instead of just, there are other types of planning, but why strategic planning at the organizational level and there are, I think, a lot of things that people fear about strategic planning and I guess I wanna say that you don't need to fear it.
Unfortunately a lot of people have had some not great experiences with processes that they've been involved in before. But I think there's also, with some folks a little bit of hesitancy around a feeling that a plan is gonna hem you in, a plan is not gonna allow you to adjust and iterate as you need. A plan is gonna be constrictive and it doesn't allow for that creativity and emergence and doesn't. It really enables you to respond in the way that you want.
And so when I'm thinking about working with organizations and strategic planning, I wanna help them find that happy medium between a plan that does feel that way, That is very constrictive, that is very defined, and just having no plan. So just being able, just reacting in the moment to whatever is emerging. And I think for organizations, because they're really just made up of a network of people, a group of people who are all ideally working towards a similar goal, the mission of the organization.
To me, what a strategic planning process does is help the group realign around that mission and get clear about. What are they gonna be focusing on in the next three to five years? So, what are those three to five big goals that the organization needs to pay attention to over the next three to five year period? And that really helps get everyone moving in the same direction. So you don't have all of that. Working at cross purposes or confusion or not really knowing what to prioritize when you get to your desk every day. So some of the benefits that I see, finding that goldilocks spot of. just an, just enough structure and planning and direction and still not nailing it down, soak definitively over a, that three year period that there's no way to adjust and make a. Changes as, as needed.
And certainly anyone who's lived through the last three years knows that the best laid plans that's what, that's what happens to them. So I've heard folks talk about how at the beginning of the pandemic, they just had to throw out their strategic plan and react to what was happening there. I'm guessing. It's not like they started over in the pandemic to reimagine what their organization did. The mission was still going to be the same, but it was really about how you can make progress in that mission, in that moment, in the pandemic when everything was so different.
We all live in this. What is known as the, if you've heard the acronym, VUCA. Volatile, Uncertain, Chaotic, and Ambiguous. We all live in that world. I'm guessing that if we looked back in history, folks across time would have felt that they were living also in a VUCA world. Things that are pr make it particularly. So these days are just the speed at which things happen and the interconnectedness with which we live across our country. So with ambiguity and volatility. There can be a sense of let's just throw this whole planning process out. Let's not even bother. It's a lot of work. It's a lot of time. Why would we, why would we wanna do that? But some of the benefits that I've seen, organizations really come out of a planning process. Is through the structure of the deliberate conversations that you walk through with the group that really help people uncover their, their aspirations, their visions for the organization, what it could be, the impact it could have, as well as the assumptions they're making.
And so through that series of conversations, you're able to. That common ground of where people agree, where the energy is to set some direction. And for me, I essentially think of it as you're, you're setting your intentions. I go out on a walk every morning and I have to decide, am I turning left or am I turning right? You're setting your direction, you're, you're deciding where you're going to go. Of course, on my morning walk, I pretty much know the route and it's not too unexpected, and we can. Predict the future. That's not what the purpose of the, the whole process is. It's really to refine and, and help everyone get into alignment. I
've seen the benefits of boards getting reengaged with organizations, board members who maybe came into the organization at the beginning of a process and didn't feel like they could contribute a lot because they didn't know as much as they wanted to about the organization. Really feel like they'd learned so much through all the conversations with other board members and staff, through the strategic planning process. So, that education process, that process, that re-engagement process with board members can be such a key benefit.
Being able to lift up, being, being able to lift up and, and examine challenges that are going on inside the organization and giving people a safe and constructive place to have conversations about that so that it's not just a conversation out in the hallway, but it's being brought into the room and it's a focus. We're gonna pay attention to this. Not that you're gonna solve that problem necessarily in the strategic planning process itself, but more through the, all the conversations, it's gonna be lifted up and hopefully then prioritized to gather some attention over in that next period of time for the organization to continue to strengthen itself. So those are just some of the benefits that I see.
Oftentimes if an organization hasn't gone through planning in a while, it. A common complaint that isn't just about planning, but, but a common complaint in organizations is the, the sense of being siloed from each other board versus staff of different departments, not necessarily knowing what each other are doing. And through the planning process, you can really help integrate those, all those pieces. So I think of it as trying. lessen the noise that's happening and increase the signal. So if you're thinking about an old time radio where we're trying to dial in and, and get that station, you're, you're reducing the static and you're really dialing into that signal where everyone Says, Yes, I'm in agreement. This is the direction we need to go. This is what we need to focus on over the next couple years, and I understand how it really moves our mission forward.
So there's lots more that I could say about strategic planning. But I wanted to really focus on why today as many people are familiar with the Simon Sinek book “Start With Why.” I start every podcast interview with a question with my guests of what their why is. I wanted to dig into what is the why for possibly thinking about doing strategic planning. So we're coming to the end of the year. A lot of folks are starting to think about next year and perhaps are thinking about strategic planning. So if you're thinking about it those are just some of the benefits that I really see. Educating staff, educating board. Dialing up that signal so that everyone's in alignment around a common purpose.
And it also is a great way to help folks get to know each other. The last couple retreats that I did, I've been obviously doing all of the planning that I've been doing with organizations virtually. And then most recently, a couple in person sessions and both through the virtual and the in person folks talked about at the end of the process how they really appreciated getting to know each other better. So there are lots of different benefits. So I'd just invite you to consider thinking about how that might apply to your organization and think about what, what you could gain from it and why it might be important. So thank you so much.
Thank you for listening to this episode. I really appreciate the time you spend with me. Just by myself this time. And with our other episodes, with our guests I will put a link in the show notes to a resource that I think is particularly helpful. I have a resource of common mistakes that organizations make in strategic planning. So that's a free download that you can grab from the website. So we'll put that up and there'll also be a transcript of this episode in the show notes as well. If you enjoyed this episode, I'd love for you to share it on your favorite social media platform and tag me it's Grace Social Sector Consulting, or Carol Hamilton at LinkedIn or Mission Impact on LinkedIn. And we appreciate you helping us get the word out.
I also wanna thank Isabelle Strauss-Riggs for her support in editing and production, as well as April Koester of a 100 Ninjas for her production support. And until next time, thank you for everything you do to contribute and make an impact.
In episode 59 of Mission: Impact, Carol and her guest, Hugh Ballou discuss:
Hugh Ballou works with visionary leaders and their teams to develop a purpose-driven high-performance culture that significantly increases productivity, profits, and job satisfaction. through dramatically decreasing confusion, conflicts, and under-functioning. With 40 years as musical conductor, Ballou uses the leadership skills utilized daily by the conductor in teaching relevant leadership skills creating a culture that responds to the nuances of the leader as a skilled orchestra responds to the musical director while allowing each person to excel in their personal discipline while empowering the culture.
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Carol Hamilton: My guest today on Mission Impact is Hugh Ballou. Hugh and I talk about what defines leadership and why moving from idea to action is so critical and too rare, how influence is key to leadership, especially nonprofit leadership, how communication flows within organizations are so important, and why they are too often ineffective.
Mission Impact is the podcast for progressive nonprofit leaders who want to build a better world without becoming a martyr to the cause. I am Carol Hamilton, your podcast host and nonprofit strategic planning consultant.
Welcome Hugh. Welcome to Mission Impact.
Hugh Ballou: Thank you. I'm happy to be here.
Carol: So I like to start to give people some context and just ask you what, what drew you to the work that you do, and what would you say motivates you? What would you say is your why?
Hugh: I am a leader because I influence people and I enjoy helping people who are visionary create the skill set and the tactics to be able to influence other people because out of every a hundred people have an idea, only three people do something about it. And so I really like working with non-profit leaders cuz they have such great programs and ideas, but they need what I have to be able to accomplish their work and completely fulfill their mission rather than getting stuck partway.
Carol: . So you, as you said, specialize in working with leaders and particularly non-profit leaders. And there are lots of books about leadership. There are lots of people who talk about leadership. How would you define leadership? What does the word mean to you?
Hugh: Well, I spent 40 years as a musical conductor. And people perceive the conductor to be a dictator. That doesn't work very well in today's world. you got a bunch of union players in an orchestra, you paid 'em for two hours, they're gonna leave in two hours. Whether you've accomplished what you wanna accomplish or not, they're not very sensitive. Like, Oh, I need two more minutes. No, you've paid us for two hours. We're going. So we're not a dictator because we got this little white stick. You can't really make people do anything. What you can do is influence people to function at a higher level. So leaders have a position of influence and we influence people to work in the vision that we've defined. So a transformational leader transforms ideas into reality. Transformer leader is the whole methodology of transformational leadership is focused on the culture of building high performance.
Carol: You talked about influence. What, what are some ways, what do you see as being effective in influencing the group that you're trying to lead?
Hugh: If I'm in front of an orchestra and it's not, I'm not getting what I want, then I need to go look in the mirror and work on myself. If I'm at a board meeting as a non-profit executive, and it's not going well. Well, maybe I haven't been really clear on where we're going. I haven't been very clear on everybody's role and responsibility, and I have not been very clear about how I expect them to step into this place of performing. And so I've created a look for, for look, performing culture. Just by my lack of preparedness, my lack of understanding, how to motivate and engage people. And right there if I'm prepared, I'm on time. I'm enthusiastic, I'm an expert at what I'm doing because I've studied it and I've worked on myself, then people will respond in kind. It's the reciprocity of what we do as leaders.
Carol: . And you talked about vision within that and. Sometimes an organization could be led by an or with a, by a leader that has a really strong vision. But it seems to me that reciprocity that you were talking about, of helping everyone see themselves as part of that vision, building a shared vision is, is also so important. How have you seen that work in organizations?
Hugh: Well, that's essential. Here's an example. Now leaders have the vision period, but leaders don't do it alone. And leaders wanna get other people to ratify that vision and then come back up with a plan of how to get to that vision. So your vision is the idea that what about, what are you doing? Center vision. Transforms leaders, transforming organizations, transforming lives. So we, it's a transformational process. We do this in our, our mission through, through coaching, through planning, strategic planning, through, leadership empowerment, through board development, et cetera. So We do it because we've got a team behind us and I created the vision. I've had others that have created parts of that to apply it. So we send the vision out and then people come back and they might have some modification of how it sounds because it's gotta be really clear to everyone. So we, we, we'd accept those modifications so it's clearer and. We've been to namby pamby and it needs to be more profound in the language. So we negotiate those changes and then it's up to everybody. So you're in strategic planning. If you, if you write a strategy and you give it to the board, you've completely cut 'em off at the knees. They cannot engage because it's your plan, not their plan. So we guide the planning process. They participate, and once they start creating these, these parts of the plan, they own it. And what goes on in the culture that we orchestrate, That's my word. I'm a conductor. We orchestrate that system. There's a whole shift in the culture because we've co created the plan based on the leader's.
Carol: I think that co-creation process is so important when I'm working with clients non-profit organizations, and it's usually the board and staff working on that strategic plan and, and vision. And, sometimes they'll want me to write it at the end, right? And I like literally no, you. This is your plan. You need to, you need to craft it. I can help, I can guide, I can provide feedback but it's gotta be yours. So that piece is so important. You've mentioned being a conductor a couple times. What would you say having been a music director, having been a conductor, what, what has that taught you about leadership?
Hugh: People respond and we can create problems. We can make problems worse, or we can make it very clear so people know how to respond. And so the culture is a reflection of the leader.
Carol: . And that culture piece is so important. I've noticed that recently there's been so much conversation about folks going back to the office. Sometimes people trip and say they're going back to work. Well, we've all been at work for the last. Two and a half years. That we're going back to the office because we need to have culture. Forgetting that when you have a group of people, you always have culture. What are some things that you've seen leaders be able to do to really build effective cultures?
Hugh: Well, and many leaders in this time, we were separated for two years plus. Didn't miss the Olympics, they just went virtual, but they really created systems. No matter where people are, we could be engaged. So my teams, I guess your teams too are pretty much in different continents all the time. They have people all over the world. And so it really amplified our presence. It's so, the culture piece is that relationship piece. Now, in a musical ensemble, like other ensembles, there's a very clear culture. If I wanna say something to the violin, I talked to the concertmaster, and I said, They need the bowing to do this. The concertmaster turns around, interprets it in violin talk. There's a certain language they use and I don't just say, Hey, you over there do this. No, there's a very clear protocol there. And it's a very clear protocol that you start the rehearsal with the concertmaster right on the lick of the hour cuz there's somebody from the union there. So you start now and you end now. So it's my job to get the work done in the time allotted. So this is a very clear culture and nobody criticizes the conductor. People raise the bar on their performance and they try to do it. The culture respects the leader, which is the conductor, they play as the leader intends. If they don't respect, they play exactly as they direct, which could be choppy. Which could be fragmented. So there's a, there's a relationship piece that defines the culture. And they respond to the person because I treat them as individuals and respect the individuals. So the culture is the center vision, is my brand. It's the synergy of the common vision. So if we go through that exercise like we talked about a minute ago, of, of defining not only the, the milestones that you want to achieve, your ultimate long term objectives and your short term goals, and those milestones along the way. Then we've got this, this energy, which really sets the bar for the culture cuz now we're working together and we see how we can tag team on things. So it helps you prevent these things called silos where some people are working independently and not connecting with the community. Lack of communication is the biggest problem. And most nonprofits I've seen in 34 years of doing this and nobody. Why it's there cuz we haven't created the messaging and then we haven't created the relationship. Because sending an email doesn't cut it. Seven percent of the message is in the words. Seven. And so what about all the rest of it? So you make sure that they understand it. So part of culture is creating that respect for one another and the relationship underneath what we do. We aren't what we do, we are beings, and so we look at the tactical stuff and skip over this human being part of it, which is so critical to a leader.
Carol: , absolutely. And building those relationships. , I feel like every organization that I've ever worked with talks about, communication challenges or silos. And, too often I've seen the, the recipe or the, the solution to that being a restructuring or reorganizing, which really only, it shuffles the deck for a little bit and then people reorganize back into new silos. So I, paying attention to how, how do we bring people together in a cross-cutting way? Or if there's a really, if there's a very clear protocol on, as you had gave that example of I'm gonna talk to the concert master and they'll talk to their folks, that the message chain, but most, most groups are, the non-profits are, are relatively small, small teams, informal. They don't necessarily have a lot of really strong protocols, but they can still, even with a small team, get siloed if they're not figuring out ways to have the information or go across functions and share information in a useful way. What are some ways that you've seen leaders be able to set up some of those cross-cutting mechanisms to really help with those communication challenges?
Hugh: When you have, like we have boards that come together and board meetings, you don't work at board meetings. You report on what's happened and you structure the next happening. So you work between meetings and the biggest mistake is we try to dig into the work in the meeting when we really need to spend time talking about what we're doing. And that's where you start fostering. Cuz I'm working on this, somebody else is working on this, somebody else is working on. Different, but there's an interdependence in all of that. And so if we start talking about what we're doing and say, Okay, here's what I could use from the communications committee. Here's what I need from the finance committee. I'm doing marketing. So we start, Bridging those gaps by saying, This is what I need. And by the way, I've created this data, which the two of these committees will find helpful to other committees. I wanna send this to you cuz it'll save you duplicating the work. And so thinking about the reciprocity of how we work together intentionally. And then when we have committee meetings, We never think about the specific messages that need to be communicated, others. So I insist that when we end meetings, any kinda meeting, there's an exercise. What's a message that somebody needs to know? Specific message for somebody who wasn't here, and you start thinking about, Oh, Soso needs to, oh, so and so, and then, okay, then who's gonna tell 'em? How will they tell 'em, or when will they tell 'em, we need to happen before the next meeting because there's some stuff here they need to know so they can show up at the next meeting. Or it's their responsibility to find out, well, how are they gonna find out? And unless we create the message and then send it out. So having somebody that's the communication clearing house, somebody. Y better if it's a staff person, but sometimes there's some really good volunteers that do that work and are better and want to step up. So what do other people need to know that weren't in the room? And then how will they know that? So being intentional if you do that in every meeting and insist on that, that does a lot to start closing that.
Carol: . Well the other thing that made that, as you were talking, sometimes meetings would just be one update after another and, and people aren't necessarily asking the question of how do all these things relate? And there may be somebody in the room who thinks that way, so brings it up. But thinking about and asking the question intentionally about what are the dependencies? How could we, What, what does one project have to do with another, could, could bring that and, and also help people stay awake while they listen to all those updates. Cause that's another thing. I know I can, if I'm in a meeting, that's all that I sometimes will, will get distracted and so I'm not following where the opportunities are for intersection.
Hugh: And there's, there's a, there's a rest. There's also how much people can take in one sitting, right? So we tend to want to dump all the information at the meeting when in fact, when you send out the deliverables for a meeting, I suggest deliverables are not on agenda. So we talk about stuff. So what? Let's get something done. So if you shift your paradigm from agenda to deliverables, we're gonna accomplish abc. People go, Oh, that's just semantics. No, it's a paradigm shift. We're not gonna be guilty of activity. We're gonna be charged with and, and driving. Results and people like that. And so if you say, Okay, two days before meetings at seven, here's another thing people know they're supposed to be on time and we say stupid things like be on time. Well, they know that. So instead of saying, We're gonna start a meeting at seven o'clock, You could say to them, Okay, we normally start at seven. We need to get more done this time, so we're gonna start early. So please be ready to go at 6:59. And people go, Why do I come in? Well, if you come at seven, you'll be late. And we're starting. So that gives them a specific time because seven o'clock is sort of, Oh, it's around. And we know we're a little bit late. They're gonna wait for us. No, we're starting at 6:59. So our job is to start on time. So the communications start with. We're gonna start at 6:59. We're gonna be through at 8 27. So we have to state that commitment. But if we're specific and we say two days before we're, we're gonna talk about fundraising. So we're gonna, we're gonna, our deliverable is to, to define five. Strategies for increasing our revenue by 25%. That's very clear. So we've defined five strategies. Now we have that as the number one deliverable. Now my job is to go backwards from that and figure out, we brainstorm, we sort common ideas, we prioritize the ideas, then we make a plan, and then we assign it to a committee to do the details. And so our off limits are, What we're not gonna do is the details of those plans, cuz you can't do all that work and do the details of the plan in the same. And we shouldn't. It's not a work meeting. So we've defined the brainstorming work, so we define what we're gonna do there. So the other communication piece is what meeting is it? Okay. It's brainstorming. All ideas go, it's sorting, it's focus, and then it's planning. So there's three different activities, and we need to be clear on what we expect people to do. Two days before we send that deliverable. We may have one or two others, but we're gonna do this so people know when we leave, we're gonna have completed these, this, this item, and then we send them any relevant information so they can come prepared. So it's like a conveyor belt. It's going, We get on the conveyor belt, we do the meeting, and we get off. And so we've helped. Get smart enough to have the data to make the decision, so we don't download a bunch of stuff at the same time and expect people to process it, think of the questions and make decisions. That's just not good.
Carol: , I really appreciate the reframing of an agenda to a set of deliverables and being really clear about that. Sometimes I've seen items on the list of things to talk about if we're gonna discuss this today, or we're gonna have a brainstorm, we're not making any decisions today and be clear about that. Right. Be clear about what stage of that conveyor belt you're on. But the way that you framed it in terms of we're gonna do x for this result, I. For me it would be more motivating to then do all that prep than I might otherwise leave until 6:45 before the seven o'clock meeting to feel like I can show up and, and be helpful.
Hugh: I use storyboards. I use regular paper cut, regular paper in half from the printer, and then I spray a board. It's it's report boards from the office supply, and then everybody has markers and they, everybody's working, so they're not looking at the back of my head when I'm writing on a chart pad, the energy of the room dies and you take one minute, one minute, one minute, you've wasted 15 to 20 minutes in a board meeting for people looking at the back of your head. So if you took that 15 minutes and used it for people, they can, they can write simultaneously and we put the ideas up. They're active, they're creative, they're participating. That changes the culture more than anything. So people say, Oh, that's silly. You should use Sharped. That's the industry standard, Well, that's also the industry problem. And so if people are engaged, you don't have time to sleep. Plus, if you send them the data, then we're gonna process it. And then up in the B top I'll say, Here's the question we're answering or brainstorming around. And I'll brainstorm and they'll say, We're gonna take these cards off the board. We're gonna move 'em over here, and we're gonna group 'em by topic. And so it's sorting it, and then we're gonna move those over into 1, 2, 3. It's a plan. Some things, like you said, we're not making a decision. It's information. Only. People need to relax and just be able to receive the information, so it's our job. To communicate what we're doing and we don't do that very well.
Carol: . Most folks don't think, Another trick that I've seen a colleague use: have them finish the sentence. By the end of this meeting, we will have achieved X and, and be really clear about what those outcomes are. And I use that all the time to just. Get that end state, what, what's the, where are we aiming, where are we aiming for just in this 45 minutes, what's gonna be useful? Where are we gonna get?
Hugh: You form the culture. You rehearse the, like seven, seven guys jump over a wall and ask our race and they change the tires, fill the cast and whatever else. Adjustments in their back over the wall in 13 seconds. And they rehearse that and everybody has a role of responsibility. 13.1 seconds. Driver's gonna lose a spot in the race. And so we need to have that fine tuned. So the other defining piece of a culture I call guiding principles. When we do, you do strategy, we do core values. And core values are essential in that we have to be aligned. And if people aren't aligned with the core values, anything gonna work out. So personal core values or organizational core values and. Those are static, usually. Integrity, honesty, fairness. So that we, I take those another step that's essential. Then they quickly become useless because it's static and people have different ideas of what that means. So we shape those in what we call them. Guiding principles so that shapes how we make decisions. Like one non-profit that I worked with had had a school that didn't teach standardized testing in Virginia, and their students went on to college, made the honor roll because they learned how to learn. They didn't just learn how to regurgitate in a test. And so their number one guiding principle was, we will not accept money from any donor that wants to change how we educate children. E. Guideline for making decisions. So they were aligned around that principle. So we don't think about the principles to apply those values to the decision making.
Carol: , absolutely. I mean, I think naming those values is just a first step. And then having that conversation about, well, what do you mean by integrity? What do you mean by respect? What does, how do you know? How am I gonna know whether I'm being respected? How, how do I receive that? How do I show that to me? And then the other piece around the guiding principles creating some set of. These are the decisions, these are the things that we're gonna map anything against for a decision. So that, so that we're having some consistency around how we're, evaluating new opportunities or new challenges is so important. . So one thing I love to do at the end of every podcast episode is I have a box of random, well, they're not random cuz there's a box of icebreaker questions. But I've got a couple here, a couple here, and I'm gonna grab one for you and I'm gonna ask, the question I'm gonna ask is, what's the last thing you bought for under $50 and you love and use?
Hugh: A burr, a manual burr grinder for my coffee beans. I'm a coffee snob and you have to have a burr grinder. So all of the granules are the same size, so you extract the majority of the flavor. So it's a little hand crank and I'm gonna use it tomorrow. I'm traveling and I have an electric one for home, but it's a little crank one. And it's essential because we all know hotel coffee is terrible.
Carol: Well, I will have to look that up because I also am a fellow coffee snob, but I don't often grind my own. So I'll have to try that and see if that's a new innovation. So what are you excited about? What's coming up for you? What's emerging in the work that you're doing?
Hugh: Emerging is, I just finished a leadership symposium where I live in Lynchburg, Virginia. I had people from around the region come and attend. I had 12 faculty members that
were just out of the box. Brilliant. And if you wanna be a good leader, you surround yourself with better people. And I could, I certainly have done that. So I'm excited about the next chapter, getting people in. We have this community for non-profit leaders and how we get together. It's a free community off of social media, so we don't have all that to mess with. And we talk about leadership and we talk about how to help each other. So in the south we say none of us is as smart as all of us. And that is true, even though we have our own language.
Carol: All right, well you send us a link to that and we'll make sure to put it in the show notes so people can find it. Thank you so much. It's been great to talk to you.
Hugh: You're a great interviewer. Thank you so much. It was my joy to be with you today.
Carol: I appreciated Hugh’s points about defining what deliverables you need from a meeting. I saw a study on LinkedIn recently from Korn Ferry that found that employees spend an average of 18 hours per week in meetings whether in person or virtual and managers spent 22 hours. That is close or more than half of their hours at work. The same study found that a third of those meetings could have been skipped. The study estimated $100 million a year for a single large organization. That is likely large in for profit terms – thousands of employees.
So which meetings on your calendar could be an email, or a short video created using a platform like Loom? And which need to be redesigned.
A key step is to define the purpose of the meeting. Why are you getting together? What are you hoping to accomplish? How are you communicating the purpose? Are folks clear what the expectations are for the meeting? Are you brainstorming? Narrowing options? Making a decision? Looking for intersections across different functions work streams?
Be clear about what your goals are and use the mad lib I learned from a colleage – by the end of this meeting, we will have [Fill in the blank].
This is all especially important for those regular team meetings or other regularly occurring meetings – check in on those – do they have a clear purpose? Does the purpose need to be reconsidered? Nonprofits run lean operations generally. So your Time, money and energy is precious. Taking a critical look at your meeting schedule is a good place to start.
Thank you for listening to this episode. I really appreciate the time you spend with me and my guests. You can find out how to connect with Hugh, his full bio, the full transcript of our conversation, as well as any links and resources mentioned during the show in the show notes at missionimpactpodcast.com/shownotes. I want to thank Isabelle Strauss-Riggs for her support in editing and production as well as April Koester of 100 Ninjas for her production support.
We want to hear from you! Take a minute to give us feedback or ask a question at missionimpactpodcast.com/feedback. And until next time, thank you for everything you do to contribute and make an impact.
In episode 58 of Mission: Impact, Carol and her guest, Deneisha Thompson discuss:
A licensed social worker turned social entre/edupreneur, Deneisha Thompson is a consultant, facilitator and coach who specializes in change management, leadership development, group facilitation, and building strong teams. She is the founder of 4 Impact Consulting, a social impact firm, that provides culture-influencing organizational development services focused on building, repairing and positioning nonprofit teams for impact and growth.
Important Links and Resources:
Carol Hamilton: My guest today on Mission Impact is Deneisha Thompson. Deneisha and I talk about what the drivers of impact are, the factors that contribute to toxic cultures within nonprofit organizations, and why it is often so hard to have conversations about communications and accountability
Mission Impact is the podcast for progressive nonprofit leaders who want to build a better world without becoming a martyr to the cause. I’m Carol Hamilton, your podcast host and nonprofit strategic planning consultant. On this podcast we explore how to make your organization more effective and innovative. We dig into how to build organizational cultures where your work in the world is aligned with how you work together as staff, board members and volunteers. All of this is for the purpose of creating greater mission impact.
Welcome Deneisha. It's great to have you on the podcast.
Deneisha Thompson: Thank you, Carol. It's wonderful to be here,
Carol: So I'd like to start with a question of what drew you to the work that you do, what motivates you and what would you describe as your why?
Deneisha: Okay, so as you said, I'm Deneisha Thompson. I am the founder of 4impact consulting. It is a consulting firm, a social impact firm that really is focused on what I call culture, influencing organizational development. As a black girl born in the Bronx, New York who now knows that they grew up quite very much so with a life of privilege. Both of my parents were immigrants who came to this country who sent me to Catholic school and told me, get an education, and that would solve all your problems. But now as a black woman and as an adult, I recognize The oppression and poverty and just systemic injustice that I was surrounded by as a young person. And I was given a lot of opportunities, which is why I was able in my adult years to start a firm. But right out of college, I knew that something was different and I felt really. Call to give back. One of my favorite sayings is to whom much is given much is required. And I looked around me and a lot of the people who I grew up with in the Bronx have very different outcomes. And I'm not really curious about why that is. Why is it that we can grow up very similar? Environments that have completely different outcomes. And so my very first job was as a case manager in a homeless shelter. And that was transformative for me. It was where I really began to learn about systems, where I began to learn about the isms and began to see just how difficult some people have it in spite of quote unquote, doing everything right. And I was very lucky and, and really worked hard, but moved up in the nonprofit sector quickly.
I have sat at every level of a nonprofit from direct service to supervisor, to senior management. I've been the chair of a nonprofit board. And really now, 10 years later after starting my firm. While well intentioned and well meaning non profit org, the whole nonprofit system is broken and nonprofit organizations often find themselves perpetuating the same systems that they're trying to dismantle. And so One of the things I think is like the through line in that is culture. And if you have a nonprofit with this great mission, I usually work with direct service nonprofits and they wanna do these great things in communities, change indicators that are plaguing communities and really tackle long standing problems. You can't have a love for a community, but then internally. Don't treat each other well, internally have a toxic culture, internally have an oppressive culture or one where communication and diversity and having tough conversations isn't valued. And so when I found it was oftentimes I would do strategic planning, for example, with a nonprofit. And they would say things like this has been our third strategic plan and the other ones didn't work. And it's like, well, why not? What's the real issue around why you are not reaching the impact that you hope to have both in communities and internally as a team. And again, the through line of that is culture. You need to have a culture that is going to allow you to get to the impact that you want to be able to grow organizationally, to be able to support your staff so that they are able to do good work. And so that's why I do what I call culture, influencing org development. In short, I help nonprofits, get it together, get your stuff together. These communities cannot wait for you to figure it out for you to, , have these tough conversations and learn how to work better together so that you actually can achieve the type of impact that everyone is working so hard to achieve on a daily basis.
Carol: There's so many things I wanna follow up with on that, on what you just said. First, yeah, just certainly as I have come up and, thinking about my trajectory in the sector, become more and more aware of all the privileged boxes that I definitely check in terms of my identities and where that situates me. But one thing that really struck me from what you were saying is the sense that the nonprofit sector is broken. And I think what was my catalyst for shifting my focus into organization development and kind of. Why don't organizations work like I think they should? And why don't people work together? , why are they getting in their own way? Was that same discrepancy or cognitive dissonance between these really. Ambitious and wonderful. And sometimes just well intentioned, sometimes really grounded missions that that organizations wanted to have for the change that they wanted to see out in the world. And then not seeing that mirrored inside the organization, or actually even, opposite of that. Like, totally not. Living the, , embodying the values that they want to have other people embody somewhere else, but not embodying them internally. So yeah, that, that was definitely my catalyst as well.
Deneisha: Yeah. And I will say, it's not for lack of trying. Sure. I think nonprofits often, like I said, are well meaning. Full of people who really believe in what they're doing and wanna see the change that their mission is really driving. And, and so my company wasn't always called 4impact consulting. It was initially called rent an expert cause I wanted to connect. Expert consultants with the right nonprofit projects, that it was a win-win situation. And then after doing work for so long, people were like, we don't wanna work with other experts. We wanna work with you. And so it was Thompson LLC for a while.
But what I recognize is that it is really important to think about what the drivers of impact are. And for our company, we see them as being four very specific things that, , if you work on one, that's great. But if you work on all four, you actually can move the needle and get to meaningful change. And so those impacts or those four pillars are leadership. And that's tied to executive coaching and making sure you have strong leaders who are positioning themselves to learn and grow and be responsive to the needs of their team. It's around team professional development. So no more just sending one person to training and thinking they're gonna come back and change the entire organization, but how do we learn and grow together as a team so that we're rowing in the same direction, it's around communication. How do we create the environment to have a real life? Tough conversations, important conversations, brave conversations, so that we are respecting each other and sharing and allowing the brilliance of our diversity rise to the top. And then finally strategy. What does our strategic planning look like? Do we have a north star? Do we have a clear set of goals and targets that we're all working towards? And so what we try to do is really help the organization. Think about all four and whether or not you are hiring us for one service or all four services. We really think that together by doing those , really thinking about those four pillars and, and being active around them, you can build the type of culture you need to make the impact that you want. And so when we influence culture, we think, unless you really are taking an effort to think about all four of those pillars and thinking about how they work together, collectively extra organization, it's why people will say, well, we've done coaching it didn't work, or we've done. We had a mediator come in and that hasn't helped, or we've done some training. We've sent our leadership team to training and we did a retreat, but it's still not working. Or this is our third strategic plan. And the other two were not successful. It's like, yeah, because are we thinking about this as a collective, as four things that we are working on together to really influence the culture of the organization.
Carol: Yeah, I love how you break that down because , in the work that I do, I'm, I'm primarily focused in, on, on that strategic planning aspect, but always wanna come at it from a team perspective. So really engaging all staff [and] board in that process. Hopefully helping people have conversations. With people that they might not normally be interacting with. So a lot of those things, but I always think of the strategic plan as, and that whole process as in service of the rest of it and not a one. And , the one thing that's gonna, , mean success or, or not success, I think it's important, but I think it's, it's part of a bigger picture. Like you're talking about indeed.
Carol: So you talked about culture influencing and you talked about the, the. The toxic cultures that can often emerge in nonprofit organizations and also said people aren't trying to create these, it's not usually out of maliciousness or anything. It's, it's, , they're very well intentioned. And what do you see kind of, or, or what would be. And I'm sure it's by, , each organization obviously is, is individual and has its own set of circumstances, but in your experience, what are some things that contribute to that? And perhaps make it more prevalent. I don't know whether it's more prevalent. I don't know that anyone's done the study, but I think maybe some, some part of it for me at least, is that when you're in the sector and you're wanting to work for an organization that is driving towards a mission beyond profit, a mission that that's designed to, , In your estimation, make some positive change in the world. You also hold your organization to a higher standard in terms of how it treats everybody and, and how that culture is created. But I'm curious for you, what are some of the things that are kind of. Common traps,
Deneisha: perhaps. Right? So there are lots of feeds of what I would say, create toxic cultures, particularly in the nonprofit sector. And, there's no one size fits all. There's no one type of nonprofit. So whether we're thinking about service organizations or we're thinking about philanthropy, or we're thinking about think tanks, there's lots of different makeups of nonprofit fors, but at the heart of it, It usually is a set of people that are trying to tackle a problem. And what I say is nonprofits are made up of humans, right. And in the business sector and like the private sector, when you are driven towards profit, there's like a very clear north star, right? Like, are we making more money? Are we, are we building our customer base? Whatever that is in a nonprofit. You often have people who are really passionate about the mission, which then makes it hard. And what I say is you can't like people say, leave your personal self at home. And like, just come to work that doesn't work in the nonprofit sector, whether you are working on issues related to poverty or education or homelessness, or, , especially with service orgs. We're often looking at places where people care a lot and their passions. Drive how they show up. So that's one thing, just like the idea of people who love the work are passionate about it, and really come in with their own personal perspective around how the work should be done.
The other thing is, , unlike some other sectors, there's a lot of diversity in terms of experience and education in the nonprofit sector. And so you have people with all different types of backgrounds, not necessarily humans oriented backgrounds that come in and. , either lead at nonprofits or are part of nonprofits. So everything from lawyers to MBAs to human services, professionals, to social workers, all of which have their own code of ethics. So their own way of approaching. How you show up at work. And I think oftentimes what happens is that nonprofits are not always good about declaring the lane that they're in the expectations. They have the shared values that you have that are going to drive your work. And so you have people with all these different educational backgrounds. Who are coming in, have learned different ways of approaching problems.
And then the nonprofit doesn't do the internal development to say, well we're a values driven organization. These are our values. This is how we embody them. And these are the expectations we have of the people who work here, not only of how we treat communities, but how we treat each other and how we speak to each other. So there's that then there's always like the stretch too thin. Funding is a difficult thing to do, but nowadays there's a lot of competition out there for it. And so while we're not businesses, we often operate through a business lens that then become places that aren't always connected to our values and embodying values and are just chasing contracts, chasing dollars, treating clients and participants like another number and really putting pressure.
Staff without actually supporting them to do the type of difficult work they do on a daily basis.
And then finally, I would say power depending on whether you're a small nonprofit or huge nonprofit. And how the systems of hierarchy work within your nonprofit. As nonprofit organizations, we're often trying to reorient power in communities and to think about how we think about self-determination, how we promote that, how we promote communities being part of the solution. And then we don't do that internally. You may have a group or a committee who holds the power, who holds the influence and then makes lots of decisions for people who don't feel like they can actually be a part of it. So it just becomes adversarial in terms of internal operations. And oftentimes the people who are closest to. The members of the community who you're trying to work with and for are the people who have the least amount of power, the least amount of influence. And so then resentment bills and, , people say things like, I feel like a hamster on the wheel, or I feel like we're not really tackling the problem or we know what the problem is, but we can't talk about it openly here, or they're gonna do whatever they want. So now I'm just showing up for a check.
Or people are not paid really well. People who are closest to the ground case managers, people who are doing difficult work in communities are not paid very well, are often checking themselves away from needing some service or help. And so it just isn't a space. Promotes wellness oftentimes for staff to be well for staff to be in a good space to do the type of emotional, passionate, difficult work that it requires. And so those things. Collectively together, depending on what happens at a specific nonprofit often breeds a culture where communication is not valued, like honest, clear, open communication at all levels where feedback loops aren't really happening. And there isn't time. You hear a lot, we didn't have time for training. We don't have time to do this meeting. We don't have time to get together and do team building. We don't have time to resolve the conflict. And so it becomes a place where turnover is high. And rather than build culture, you think we're just gonna smooth the chairs around, do a little bit of musical chairs, switch out the people and things will get better. And so I know that was a lot, but there are a lot of differences, it just goes to show. There are a lot of different ways to get to a toxic culture. And my work is regardless of how we got here. Let's try to do a good assessment to understand what the landscape is and why we are, where we are. And then let's as a team collectively through leadership, through communication, through training, through real strategy, deep strategic planning, think about how we can build a better culture that helps us work better together. and, and restore good relationships so that the toxicity is reduced and good teamwork is elevated.
Carol: Yeah. That's awesome. Just talking about the, the passion and thinking about Yeah, most people will end up at an organization because of something in their past or some connection that they have to the issue that leads them there, or even, I know for myself just thinking about my trajectory, it wasn't necessarily , I have a, I have a older brother who has a disability, and so I didn't end up in the disability arena, a lot of siblings do. But I think that was part of what motivated me to step into the nonprofit sector and see all those systems. But, and, and then the other thing that you were talking about in terms of professional backgrounds, I hadn't even really thought about that of each. Each profession, having its own code of ethics, its own way that it sees the world. Right. And what it thinks is, is good practice or not good practice and all of those value systems clashing in, in, in addition to the individual value systems clashing. And then I also think of that. We don't have time. We don't have time for team building. We don't have time for training. The issue that we're working at is so pressing, we have to be focused on that a hundred percent of the time. And so folks who ended up in leadership positions may probably ended up because they were good at.
One of those things that the organization did, they were great at advocacy or great at service or great at program development and may have had no training or development around what it actually means to be a leader. And then you, you give through a lot, Abby. So I've just like, had so many different thoughts of to, to think about, but also the fact that in so many organizations while. The organization and its mission wants to disrupt those power dynamics. And yet the models that we have, and even the models that are built into how nonprofits are structured from a, , as a not for-profit corporation Really just mirror the same hierarchy and, and same power systems that we see everywhere else. And so how do you, how do you start questioning that and what I also appreciate is a way that you elaborated on what you mean by communication, cuz so often when I'm doing that organizational assessment that you talk about, that'll happen for me at the beginning of a strategic planning process. People name well, communication is, , we need to improve communication. And my question is always in what way, what, I always feel like there's many things behind the label communication that are actually other things, but some of the things that you talked about of just that capacity to have. Open and brave conversations are often lacking and people need skill building in those areas. Few people, at least in my experience, were taught how to do that at home.
Deneisha: Yeah. It's one of the things I was just recently talking to a client about the word accountability, because it's the same thing, or really similar to communication where people want members of their team to be accountable for the things they're supposed to do. And when accountability doesn't happen, it hurts trust. But it's also a really hard thing to have that conversation around, right? Like people are saying, this is my job and I can be responsible for this, but when things go wrong, Owning up to it and, and being able to recognize how, whatever you didn't do impacted your team is a really scary thing. We are not. Our culture and just as humans, we are defensive deans. We are not bred to really exist, to be public about accountability. You may feel bad internally, but to actually come out and say, what? I screwed this up. I'm sorry. Or I had a bad day and I didn't show up. Those things are not valued. We actually have a very punitive approach to how we deal with people not doing what we need them to do. And that's very present in the nonprofit sector.
While we talk about things like restorative justice, and we talk about things like healing and bringing people together. And build bridges. These are all terms we hear around the sector a lot. We don't really create mechanisms internally for people to feel safe to do that. And so what ends up happening is that we have lots of teams who are individuals. Just try to escape accountability, because I don't wanna be written on, I don't wanna a bad performance review. I don't want to be othered or, or to be rejected and feel like I don't belong. It is a. Difficult difficult thing to, to be accountable to your team. And so part of that is like, I tie that in with communication because what we wanna do is to normalize like imperfection. No, one's perfect. We all make mistakes. We all have bad days. We all have had times where we were supposed to do something and we didn. And so how can we practice grace on our team and really offer grace to people in the way we would want people to be graceful to us when we make a mistake or we don't show up, or we had something personal or we were, or, or, or our lived experience. Came into play in a way that didn't allow me to be really objective at this moment. Right.
And so I think , oftentimes I say in the nonprofit sector, we do things that are really dehumanizing. And what I mean by that is things that are natural human emotions, like being fearful of getting in trouble or not being honest because you don't know what the repercussions are, or it may impact your ability to be promoted or saying I'm not ready to be a supervisor. I know I've been here 15 years, but I don't really have any leadership development or supervisory skills. Right. Like. The idea of leadership, supervision and management being three different things. These words people use interchangeably. And so sometimes people are promoted into positions that they're really not equipped to do. And being able to say, what, I really wanna get a promotion, but this job isn't for me is not, are not muscles we massage. And so that's why, again, I talk about culture so much because you have to build a culture where we normalize those uncomfortable things, where we normalize people. Being fearful. And we say, we know, but we want to create a system where we can be honest. We can be transparent and it's not gonna happen overnight. But how do we build trust with each other? How do we start having those things and putting systems in place and taking baby steps towards normalizing the things that people are often running from and things like communication. Accountability. Really being able to declare when you're not ready for something or when you've hurt someone's feelings, being able to like go beyond, not just that. I'm sorry. Cuz I'm sorry. Doesn't solve it. Everything is a really important skill that needs to be taught. You're not born with that. And if you don't practice it it's like anything, you lose the muscle for it. And so it's really about consistently building in opportunities for teams to be vulnerable with each other, to, in order to build trust, which we all know is like the foundation of having a really strong team.
Carol: Yeah. So, yeah, absolutely. And I'm thinking back to a program that I was involved in where it was a, a, , a new executive director CEO program leadership development program. And I would say that the number one, we. Did a lot of the more structural stuff here. Working with your board roles and responsibilities. But the crux of the issue that people were, I felt like had the most fear around was actually giving feedback to employees having those challenging conversations.
And even to the point where I was just on a call this morning and someone was reflecting the fact that in this organization, none of their leadership team ever gets any performance evaluation. And then thinking back to my career in organizations, and I would say there was only one that was a larger organization. Had any regular system for that. So, , it may not, it may not need to be a formal evaluation system, but what, how are you building those feedback loop loops so that people have a sense of how they're doing. And, and then also can, , can. Have a space to have those conversations about what's going well and, and what isn't and it isn't. And so, those check ins aren't always like a performance of these are all the awesome things I did last week.
Deneisha: Carol. You just hit the nail on the head. Can I just tell you, this is like one of the main conversations that I have at nonprofit organizations where we have. Especially when I talk to supervisors and then leaders are another topic. I'll come to that in a second, but sure. The idea. Constructive feedback versus constructive criticism. Mm right. And like what role do evaluations and supervision play in that feedback should be happening constantly. We should not just be waiting until something goes wrong to have conversations around how we can do better. And in supervision, it shouldn't just be like a check-in like you said around like, well, this is what we have in college. This is what we do. I always say to supervisors, if you are a match, if someone is seeing something for the first time on the performance review, you have failed. Right. Right.
You have plenty of opportunities between annual evaluations to share your feedback. And it doesn't always have to be in the form and it should not be in the form of criticism. You don't wanna be criticized like that does not feel good. What this should be is like, how can we grow? How can we do better? And so there is opportunity, every single one, to provide feedback. And you should be also saying as a supervisor, how can I support you? Right. Like, what do you need from me to be able to do these things? So feedback doesn't just go from the top down. It should also be able to go from the bottom up for a staffer to say, okay, I hear you. These are the things you'd like me to do, but here's the support that I need or the resources I. To get that done. So number one, feedback should be in a 360. It should go all the way around. Everyone should be providing feedback on a regular basis and feedback's different from criticism. We really should try not to criticize because that feels so personal and traumatic for so many people. That starts to lead to toxic work cultures and then people hiding from accountability. So that's one piece of it. The other piece is around leadership and that's why in my four pillars, we start with leadership. I always say the tail follows ahead. And while it may not follow in a straight line behind the head, it might be like a little wiggly rule behind. It's not gonna be going in the opposite direction. And so leadership is so, so, so important in building a culture. And when I say, , when I do coaching with executives, , we. I really try to work, to create environments where people can be honest and vulnerable. And what I've heard from so many leaders is, is like, what? I know I'm not, I know that I have room to grow, but it can be really isolating as a leader to get the type of support that you need. So who are you surrounded by? You have your staff who work for you and you're supposed to know what you're doing. And so you don't really wanna be vulnerable with them and say, folks, I don't have this, so I'm not sure about this. I don't really have experience in this area. I'm not really sure what to do. No leader wants to tell their staff that they don't know what to do. Then you have your board who often is supervising you, right? like, that's not necessarily the space where you also can be vulnerable and honest about your opportunities for growth. And then you have your colleagues who are other leaders of other organizations, and you definitely don't wanna tell them most of the time that you don't have it all together. And so. It becomes really hard for leaders to get the type of support that they need in order to be good leaders. And a part of that is also not creating systems to get feedback from your team around your leadership.
And it is one of the most common things that I see that leaders are not getting evaluations. And they're also not going to training, so they'll send everyone else to training, but they're not getting professional development. They're not getting coaching. They're not putting themselves in environments to really stretch and think beyond what they currently know. They're not learning new ways of knowing. And so it really, and, and then they think they're hiding. And what I try to help them understand is you're not hiding. Your staff see poor leadership. They might not have a space to tell you that they feel you're a poor leader, but this stuff. Impact, right.
Just like doing the coaching and getting good professional development can have a positive impact, not getting that also has the impact. And you're actually, you may be hiding from your board or you may be hiding from your clients or, or your or your colleagues. You're not hiding from your staff. Your staff are talking about you and talking about your poor leadership, and it would behoove you to really demonstrate that they are not the only ones who need to do better, that you, as a leader also needs to do better. And I will tell you, in organizations where I have seen culture shift, where people talked about it being toxic, and really being able to see where that switch happened when they see their leadership, taking it seriously. And their leadership also has opportunities of vulnerability and being honest and saying like, here's the spaces where I need to grow staff really buy into that because it no longer feels like it's this one sided finger pointing. We just need to get better trained staff. They recognize that this is a team thing, an organizational thing, and we're all gonna work on it together. And so what you said resonates so much because leadership matters, it really, really.
Carol: Well, and I, I see that finger pointing going both ways, right. Of staff in the break room, , venting about the leader, but that feedback not, not ending up. And I think the other thing that I, I noticed from that group and I've certainly seen at other places was that they, that they. The word feedback to them was synonymous with criticism. Feedback was always negative. Like I have to give someone feedback. Well, if you're giving feedback all the time, it can be both recognizing wins, recognizing the positive and having constructive feedback as well. And the other thing, I think that, in terms of feedback, that people Could do with more practice. And that's where the skill building really comes in is getting specific because I've worked for people who are like, you're doing a great job. It was awesome, but it's like, well, what, what was it that you saw that was particularly helpful that I could build on. But that two way feedback and certainly. Those kinds of programs where people where leaders can get a little more vulnerable with peers to be able, or with coaching, to admit their growth edges is, is really, is really key.
Deneisha: feedback. Isn't also just an outward thing. Sometimes feedback's listening, right? Like a key component of being able to give good feedback. Is to also listen and to hear and to synthesize that information and then to provide something back to the person that is actually actionable, that's meaningful. Mm-hmm . And to your point, that's really clear about the next step, right. And then also like to have an opportunity for disagreement. Like we all come from our own perspectives and some things are clear. Cut. Right. That was unsafe, something that you did was unsafe or things like that, but things like you could do better, like that's subjective, right? Like how, how can I do better is the next question? And because we are defensive beings, I think we also have to realize, like we will personalize feedback. And so how can you give it in a.
That feels positive and helpful and not just something that's gonna sting so badly that actually, I haven't been able to take that feedback in and I'm not gonna do anything about it. I'm just gonna be mad, right? Like now I just feel offended, particularly if it's coming in my performance review and we've had all these other opportunities to meet, and you've never said this to me. Right. And so I really do think it's incumbent on supervisors, managers, and leaders to build the muscle, to do. Constructive feedback. And again, even when it's about something that someone can feel is criticism that the way you frame that feedback. Can have very different results in how someone receives it. And so this is not just about wounding people. And what I say is like the punitive approach to things in organizations like that doesn't actually help people be honest. And so how do we get to a space where we create a culture of honesty? It has to be one that doesn't feel harmful to people. Yeah,
Carol: You talked about leaders , thinking that they're hiding X, Y, or Z, and, and staff are in the break room talking about it. And it just makes me laugh because I've had a couple different instances where I've come into strategic planning and the executive director was getting, , maybe they were two years. Maybe they were a couple years out from retiring and they, I don't wanna tell, don't tell anybody about this. And I'm thinking about that. I'm like, okay. So you're clearly in your sixties, seventies. This is not invisible to people. People are talking about this. Like how long are you planning to be here? What's the trajectory, what's your plan? So, , that's just one one example, but this notion that, , they're keeping secrets is, is one that is not helpful. So, I mean, I think about feedback learning how, how to give feedback in a way that. Increases the likelihood that someone can hear it. Right? I mean, you, you can't guarantee that, but there are ways to, to phrase things that are more likely for someone to be able to, to hear that. So what are some of the practical, I mean, what would you say to someone in terms of, Getting better at providing feedback. What are some things that you talk to people about?
Deneisha: So one of the things I say is something you said earlier is that it should happen regularly and should not always be based on what went wrong. Right. So it shouldn't also always just be about the individual person. Have we created opportunities to evaluate our work? Are we creating opportunities to evaluate the effectiveness of maybe a project or initiative or an event that we hosted? Do we ensure that feedback when it's given you also say things. What can I do to support you in doing that so that this person knows they're not on their own to just figure it out?
Definitely making sure that anything you put in a performance review has been discussed with someone. So no one ever feels like the rugs have been pulled out from under them. And then give feedback directly to the person. I cannot tell you how many times there's like all this stuff swirling about a person and no, one's actually told them. They talked about it with their colleagues. They've talked about it with the leadership, maybe even talked about it with HR and no, one's talked about it with the person who is the subject of the conversation.
And so some of it also requires having a direct approach and making the commitment to say, I'm gonna give you this feedback, but I also wanna hear back from you. How, how do you one, how do you feel? That's one of the things that's like the biggest curse word sometimes in our sectors. Like we don't care how people feel. We don't wanna know how you feel. Well, no, actually we are a social service human service sector where feelings actually matter because it impacts. People's actions.
And if everyone feels really horribly, it's really hard to get them to do meaningful work. Right. And so like, no, I hear you. And getting opportunities to be responsive to the feedback and asking again, the question around support, how can I support you in doing this? I also think it is an opportunity for questions. I think sometimes people give feedback and there's no room to ask questions about. How'd you get there? How'd you get, why did you make that decision? And also almost like a little bit of coaching. What could you have done differently, especially if it's something that the person may not, not feel great about one of the things that's thinking about. Okay.
So next time. What are some things we can try proactively developing strategies so that the next time someone is confronted with a similar issue, they don't have to figure it out on the fly. It's really helpful. And so I really think that in supervision, That should happen regularly and that organizations should really train their supervisors. That's another piece of it. I cannot tell you how many times I have done supervisor training and asked people who have been supervisors for five years, 10 years, and they've never actually had supervisor training and it shows, or organizations are not clear about their expectations of supervisors. So everyone's running their team like it's in their own little kingdom. Those are recipes for disaster and actually just increased risk and liability, right. At an organization because it's hard to show consistency, which then people can use in a lawsuit to say, this was discriminatory as opposed to this is what we're doing. And so it's feedback regularly and often. Allow for questions and proactively plan things that you can try next time. So you have some strategies and then check in, how did that go? What did it mean? How did you learn from it? And again, how can I support you and ensure this is something you're actually able to do and accomplish.
Carol: Absolutely. Yeah. And, and I was laughing when you described the swirl around people, because I feel like that's another common thing that people will do. They'll call someone like us. Right. I want to do team building or I wanna do board training or roles and responsibilities. And once you start having the conversation of, okay, why. We're having a problem with this person. And then the next question I'll always ask is, well, have you had a conversation with that person? Well, no, not yet. Nope. Okay. Well, we can talk if we can continue talking about training or team building or whatever it is. And you need to have the conversation.
Deneisha: Yeah. I'll give you another quick example of how I can tell at an organization when there's a communication barrier. So oftentimes someone will hire me and say, for example, I'm gonna come in and do the strategic plan. And as. A part of the strategic planning, like you, I do an org assessment to get us started. And I always pride myself. It's similar to supervision and with the evaluation that at the end, when someone gets their org assessment and you share it with the leadership and share it with the team that it should feel familiar, it shouldn't feel like, like a bomb just dropped and there's all this new information.
But oftentimes the response that I get, people get their org assessment and they'll read through it. And they're like, yeah, we knew all of this. And it's almost as if they're expecting it to be a document full of secrets and things they didn't know. And that says to me, like these are issues that everyone knows about. We know the landscape of where we are, but we don't have a system for us to have that conversation, which is why we had to hire a consultant to come in and tell us where we all already know. And we could have elevated in a landscaping conversation if we just had a team that was able to communicate and talk to each other. And so it'll be like their assessment. It'll have recommendations. It'll have questions for further consideration. And I find, oftentimes the staff are like, this is amazing. Like, I've been saying this for years. And then the leadership is. Oh, we, we knew some of this or, , it's good to see it, or you really captured our, our organization and it's like, yeah.
So did you really need this assessment or did you, right? Like, could you have had these conversations or maybe dealt with some of these things internally before it rose to the level of being a complete issue right now? And. That's another way to show that everyone is itchy. Shouldn't talk to the consultant. I can't wait to talk to you as a part of this assessment. I wanna tell you everything. And then I pulled together this report and everyone's like, yeah, we knew all that stuff already. It's like, yeah. Why have you not been talking about it? What's the, where's the barrier that makes it, so that the only way this rises to the level of something that we're gonna deal with? If someone from the outside comes in and tells us like that is a huge indicator that you haven't set up systems of communication internally for your team to have important conversations that are meaningful to like the impact of your work.
Carol: Yeah, absolutely. I have that same experience of people thinking that there's gonna be a big reveal and then saying, well, no, really wasn't that much surprising. I think what they do find what I have experienced is people find there's a sense of relief yeah. Of. We are more on the same page than I thought. I thought I was over here having these thoughts myself and actually everybody else is having those same thoughts. But as you point out, like, why are they just thoughts? Why are they not conversations? Exactly. So yeah, so, and then, I mean, I think sometimes it is helpful. Any process where you're working with a consultant or a coach, or you have a system for doing that in a methodical way, that certainly organizations can do themselves.
And I think it's helpful sometimes to have a shepherd really, to guide you through it. So it's, it's both, but right. Not to just wait every three years for that to happen. Right. If you're on a regular process for a strategic plan, for example, again, like the performance review, you don't have to wait for three years. And then in terms of the goals, I also , if the goals are so far beyond. What's been in the conversations. I also am like, I don't want any of these to be super like a left field either because it needs to relate to what you're already doing and what you're already good at.
Deneisha: Right. That's the part that I actually find is the meaningful part of the strategic planning. Of course, all of it's meaningful. The landscape analysis is important. Having some assessment. Because you need to reflect on the past in order to really build good goals and targets for the future. But I find that's the piece because I always say so. There's a hundred things we can do. Our goal in this process is to build alignment and find consensus around the best next set of things we can do. What is the thing that will help us when it comes to things like operations or development programs and services? What's the right combination? It's putting together a puzzle. So you end up listing all these ideas and then working together to really think about them. What's the right combination of pieces to get us further than where we are? Three years from now. And so that's the part that I think is really helpful for teams in the strategic planning process is building the muscle of being able to like learn from the past, think together, and then develop a plan that there is team alignment and cohesion around the next steps of things that can move us forward.
Carol: absolutely. So we identified a lot of the problems with nonprofit culture. And you talked about some of the ways that organizations can start stepping forward to, to build a more positive culture. What are some other things that you would say are really important as organizations and leaders wanna get more intentional about building a healthy culture?
Deneisha: Yeah. So one of the things I think is just a really easy starting point is to think about how you embody your organizational values and notice I use the word embody. I think all organizations have values, but when we think about, and what does that look like here? Those are questions that need to be answered. I think oftentimes organizations will list their values. And when you ask staff about what that looks like or ask community members about what that looks like, that is not really clear.
Or what is our organizational culture? I always define culture when I'm talking to groups because I Al I use the term like, it's like, look, everybody knows what it is, but if you try to define it, we're all gonna have, there's 10 of us in this room. There'll be 10 different definitions. And so really trying to understand what the culture is. Like that's an important conversation to have. What do people think about our org culture? Is it healthy? Is it toxic? Just asking the basic question. I think another thing is to, , really think about where do we have opportunities for us to connect and talk and like, is there a space for us? , put questions up somewhere that we actually have some conversation and then a, a action around. So lots of conversations happen at nonprofits and sometimes I'll hear things like we've been talking about this for years, but there's no action tied to it.
So having conversations lead to action is a practice that you should have, like do not get stuck in analysis paralysis. , and even like the term parking lot, when I do strategic planning, we don't do that. We don't use that term because people say things like the parking lot is where things go to die. So we use the phrase, a runway and I give the analogy like this is a plane, and we're about to launch something with this strategic plan. What are the bumps on our runway that would keep us from a safe launch, right? From a successful launch.
So identifying the, like, there's always a ton of things that we could work on, but what are the things that are really barriers to keeping us from having the type of culture that we want. And then finally, like really the recognition that culture is everyone's. It's not just the HR person's job. It's not just the job of the supervisor. It's not just like the DEI person's job. Like all of those things require all of us to be embodying the values as we have defined them. And. To make sure that everyone is contributing to trying to have a more positive and healthy work culture. And so defining what that looks like is what I do like with organizations to say, like, what are our expectations of each other and how we work together. And just naming that and saying that we are also individually going to make our commitment around how we're going to contribute to this on a daily basis. So I tell people. Let's get in touch with your shadow side, because we all have one. It's never really the thing. We're proud of stuff, but what happens is it shows up at work and your teammates see it, and they don't know that.
And so we do a lot of work around, like, who am I as an individual? How do I show up? And how do I. When things come up change my reflex. So I am not automatically thinking about the external factor or the person who caused this thing or caused me to be frustrated. My first instinct is to be reflective and think about how am I showing up right now? How did I contribute to this thing? How do I calm myself down so that when I do go to have this conversation, it can be productive and get us to a better place and not just be like a way for me to vent and, and, or feel vindicated. So I think it really just takes a lot of intention.
And I think, again, the number one thing that organizations can do is have a leader that says like, this is meaningful. I want us to have a healthy culture. And I, as a leader, am going to really leave this effort and participate in making sure we have what's necessary to get us there. What are your suggestions? Right, like starting from the top saying this is everyone's job, including mine. and this is what we're gonna work on. And we're like the next year or however long it takes for us to have the types of conversations, get the type of training that we need to set up the systems so that we can be in a better place. This is no one person's fault. I think that's the other thing. We do a lot of blaming in the nonprofit sector. We blame the government. We blame communities. Like we blame each other. How do we reduce the culture of blame? And say that everyone has to have skin in the game. Everyone needs to work on personal accountability and everyone contributes to whether or not we have a healthy culture.
Carol: Awesome. Awesome. Well, that leads me into the last part. On every episode, I play a little game where I ask a question from a box of icebreaker questions that I have, and the, the one, one of the ones that I pulled out today was what's the, what's the life lesson or mistake that you keep on making over and over again and keep having to relearn,
Deneisha: To protect my time. I think I do not. Because I have some of the same things I talk about with nonprofits. I am so passionate about my work that I work a lot and I don't always make time to. Have joy, like true joy. I think I worry about clients. I worry about work. I worry about the world and am I taking enough time to replenish my gas tank? Right. Like, I feel like my work is exhausting. It's meaningful. It's hard work. I'm one of the lucky ones that my personal values and passion are very much connected to my professional values and passions.
And how do I actually just sometimes take time to pause and in spite of all of the crazy around me, like, Experience joy, like really like prioritize that. I think it would help me not feel so exhausted all the time and would actually help me just show up in life and be better to myself and get that good balance. I have a big vision board in front of me that I sit in front of every day. And one of the phrases on it is, or two of the phrases are to get balance and rediscover pleasure. And they are reminders that I have to make to myself all the time. And I think it's something that's endemic in our sector of people who are well, meaning passionate, stretched really thin. Always helping others and not really doing what's necessary to help themselves and replenish. So I would say that and ask for help, because I think that's also important.
Carol: Oh my goodness. You named my top two too. We seem to have something in common. So what, what are you excited about? What's coming up for you? What's emerging in the work that you're doing?
Deneisha: So one of the things I'm very excited about is, changing things for a lot of folks. I'm an adjunct professor. So I teach in the school of human services at metropolitan college of New York. And I have been able to take that skill set and translate it into building a virtual classroom. And so I'm really excited about the launch of this virtual classroom that will be able to. Help teams get professional development at the time and that it works for them.
One of the biggest things in our sector is time. And so I'm really excited that the beta testers who are testing the classroom love it. It is gamified and its incentivized staff earn rewards and points for participating in professional development. And I love that. It's not just based on one individual going to get training and thinking. They're gonna bring that back to the organization. This really. Built to cater to all different learning styles, to be training that sticks and to offer people rewards for growing and building and doing better. And so I'm really excited for teams to learn together. Participate in the discussion forms and really create something that's new that I think our sector needs, but is not out there. And I'm really happy to have a real innovative way to help teams get the type of training and learning that they need to build better cultures.
Carol: That's awesome. So you're, you're in beta now. Let us know and we'll make sure to include all the information in the show notes for this episode. And, and I, I love how you phrase it and, and you talked about it before not just sending one person to training X and expecting it to impact, because what happens is people come back from that training, all excited, and then they run into the culture. Exactly. Exactly. And, and so, yeah, so it's all, or they're
Deneisha: Not trainers, they're not facilitators. So it's like, OK, I got the training. I teach everybody training and no
Carol: One, my, my air quotes and it's actually just listening to someone drone on. Right. So they're not actually getting to, to do skill development, but yeah, that sounds really exciting. And we will definitely include that information. I'm sure it will be a really, really rich resource for the sector. So thank you so much. And thank you again for coming on. It was a great conversation.
Deneisha: Thank you, Carol. It's really great to spend some time with you today.
Carol: I appreciated what Deneisha said about feedback. When folks hear the word feedback – they usually assume it is feedback about something bad. But feedback itself is neutral and needs to be frequent and specific. For positive things and for things that need improvement.
Too many organizations lack any system for providing performance feedback on a regular basis – starting with regular evaluations – to integrating feedback into regular conversations. And the key – and it can be challenging – is to be specific. Just telling me “great job” feels a little meaningless. That about it was great – can you give me a specific example. I appreciated when you spoke up in that last meeting and challenged us to think some more about our new direction. Your questions were really thought provoking and helped us slow down and not make a decision too quickly. That is specific positive feedback. And I also appreciated Deneisha’s point that a culture that only provides criticism encourages people to hide from accountability and hide mistakes – they want to avoid being called out and that sting. Yet things will go wrong and they need to be discussed too – How can you create a space where it is safe to admit mistakes – and that the discussion is focused on what can we learn from this and manage and or avoid it in the future. – that it is future oriented vs. blame oriented. And beyond the individual level – how are you creating a learning culture – where your work on a project, program or initiative basis is also being regularly evaluated – and not just whether folks like it or not – enjoyed it or not – but rather it is achieving the goals and objectives it was designed to produce. And if not what tweaks need to be made? And have you taken the time to map out what the assumptions, the expected short, medium term and long term outcomes are?
Thank you for listening to this episode. I really appreciate the time you spend with me and my guests. You can find out how to connect with Deneisha, her full bio, the transcript of our conversation, as well as any links and resources mentioned during the show in the show notes at missionimpactpodcast.com/shownotes.
I want to thank Isabelle Strauss-Riggs for her support in editing and production as well as April Koester of 100 Ninjas for her production support. If you enjoyed today’s episode , please share it with a colleague or friend. We appreciate you helping us get the word out. The easiest way to do that is to go to podlink. Pod.link/missionimpact and you can share the podcast or any individual episode and then your colleague can listen on their podcast listening app they prefer. And until next time, thank you for everything you do to contribute and make an impact.
In episode 57 of Mission: Impact, Carol and her guest, Betina Pflug (Beh-tee-nuh Flug) discuss:
Betina Pflug is an executive and life coach with over 25 years of experience in entrepreneurship, relational intelligence, strategic decision-making, nonprofits, facilitation & training, marketing, and CRM. Her international experience enables her to share best practices from a different perspective and allows her to communicate in several languages, such as Portuguese, German, Spanish, and English. With a personal motto of "leave every place you go, better than you found" and her organizational skills, Betina identifies problems and dreams up actionable solutions.
Important Links and Resources:
Carol Hamilton: My guest today on Mission Impact is Betina Pflug.
Betina and I talk about relational intelligence. What it is, how it is different from emotional intelligence, why it is important to team development, and how it can help teams work more effectively together.
Mission Impact is the podcast for progressive nonprofit leaders who want to build a better world without becoming a martyr to the cause. I am Carol Hamilton, your podcast host and nonprofit strategic planning consultant.
Welcome Betina. Welcome to Mission Impact.
Betina Pflug: Thank you so much for inviting me to be here, Carol.
Carol: So I like to start each conversation with what drew you to the work that you're doing. What motivates you and what would you describe as your “why”?
Betina: My big “why” started in Brazil. I was rescuing dogs. A lot of times I always saw poor dogs on the street, took them home. I said, one time I need to help something. In a different way instead of just doing individual docs, why don't I go to a non-profit and try to help them with many. So I started doing research of what shelters were around in my area. And I started volunteering with them after a while I became the volunteer coordinator for the organization. And at the same time I was running a marketing agency and learning a lot how to generate new leads, marketing big corporations. And I said, you know what? I'm gonna use my knowledge to help nonprofits. So I started every Friday working pro bono, applying everything I learned in my agency to the nonprofit world. And then one, after another nonprofit, it started inviting me to revisit their fundraising strategy. And I love doing this more than my regular work. So when I moved here to the United States, I had a chance to start from scratch my career. I said, why not work a hundred percent with nonprofits? I love this. It's much better than working for profits. So I hired a coach to help me out, to migrate and be able to work a hundred percent with nonprofits. That's why that's when I started working with Salesforce, implementing Salesforce for nonprofits, and I never stopped. Now. I'm coaching nonprofit professionals. I'm doing a lot of new initiatives with nonprofits, but always with my heart on my work.
Carol: Excellent. Excellent. And yes, part of that shift has been focusing on relational intelligence. So can you first just describe what that is?
Betina: First off, why I came up with this topic and why it is so important after helping several nonprofits meals on wheels, I can name it, chase the music, a lot of nonprofits. I noticed that the biggest challenge inside the nonprofits is the lack of professionals, they don't have as many people as they wish to execute all the ideas. So people are wearing different hats. And sometimes a person who's running the volunteers needs to go and manage an event and needs to work on the fundraising strategy as well. So they need to be very flexible and for an executive director to be able to delegate things for their team, she needs to understand what I'm telling her, because the majority of the S reces are females. So this executive director needs to understand the native talents that each employee has, so they can take the best out of them and understanding and having a self-assessment tool and understanding about what are the talents that each employee, each person on their intelligence help on communication help on taking the best out of each professional that you guys have. That's why I was looking for a self-assessment tool and a training that was easy to implement, and it won't be something complicated that they will have the wish to take this even to their own personal life. So that's the self-assessment tool I'm using. It's called try its
Carol: How would you say that relational intelligence is different from emotional intelligence?
Betina: First of all, I'd like to compare relational intelligence to artificial intelligence. So we are in a big era of technology. We need to really improve our skills on interacting with devices in the future. We will be doing fundraising using Alexas and refrigerators because we're gonna have internet all over our house. So artificial intelligence plays an important role in the organizations right now, and we play an important role even in the future, but not even, not only artificial intelligence is important, but people really need to understand how to relate with each other. And I can give you an example. Sometimes kids go out for a program and they have internet over there. Whenever the internet stops working, they stop talking. They only know how to communicate using their smartphones gladly. We are from a different generation and the majority of the professionals working on nonprofits right now. We're in a place where they haven't had devices. We used devices so much at that time, so they knew how to relate with each other, but we were losing this capability when COVID hit. We were at home working remotely and we lost a little bit of this touch on how to relate with each other. So relearning, how to relate, how to learn for example, Gestures postures and how people react with your information, learning how to express yourself with words, not only texting or sending emails, plays an important role inside the organizations. Right now, answer your question. What's the difference between relational intelligence and emotional intelligence? When we talk about emotional intelligence is understanding how you're. And how others are feeling relational intelligence is understanding what are your skills? How do you like to communicate and how do other people like to receive information and how do they communicate such different perspectives? That's what we're talking about when we mention relational intelligence.
Carol: Yeah. There are a number of different things that I wanna follow up on there. Just your, your story about younger generations and. just getting so used to communicating only through devices or then going to online school. And of course we're doing this via a screen. Excuse me. And just thinking, just last week was the first time for me to be back in a room with a group of people facilitating a meeting. I hadn't done that since 2019. And I know a lot of people who are at a big conference of folks who work with associations this week and the posts on LinkedIn about, people have grown back their legs and this whole. Seeing people beyond just, the top half talking head piece. So I think being able to navigate in both contexts is really important. But yeah, figuring out how to work together as a team with which you work well with communication styles, all those, all those things are really critical and important. Can you say a little bit more about the framework and how you work and how you use that with teams?
Betina: Yes. First of all, I think it's important to touch a little bit about behavior evolution in organizations. In the past, we were very used to obedience to rules and authorities. We rarely listened to each other and differences were punished. Everyone had to be equal. Technical activities were more common and logical intelligence was the most important thing. So if you have a high IQ, you will be able to be hired. In our present moment, what's happening, Carol. We still obey. We respect who rules. And sometimes now we listen to each other. Different. Sometimes we are punished as we can see big movements like black lives matter. And we still have a transition between this respect between differences. Polarization and re rejection. We have a lot of that in politics and in problems that are coming up in technical and relational activities, starting to race and emotional intelligence is super important in our present moment. But what we see in the future that's gonna happen inside an organization is that people will start breaking rules. They're gonna have more respect for each other and more freedom. You can see this in some environments already. The difference will be included. We are gonna respect everyone's rights. We will really listen to people. Diversity will be accepted. Each one can have their place and relational activities will be the main thing inside organizations and relational intelligence will play an important role. That's what I see the difference between the organizations and that's why it's super important for us to start learning how to use relational intelligence in our lives.
Carol: Yeah. I mean, I definitely see those changes as we start to. I think there's been, it's been a long time coming of questioning hierarchies, how to that top down way of managing, I'm just gonna tell you what to do. I'm not asking you to bring your thoughts to the table. And I think in some arenas, that's still very much the mindset. And I feel like the whole great resignation, with folks just walking off of jobs and not feeling like their managers or their organizations, their companies really were. Caring about them as individuals, especially as we were really confronting, some, some existential crises in, in COVID as people are, literally having to face dangers to their, their health and safety as they work and, and then shifting towards the more egalitarian flexible changing rules I feel like there's some organizations that are moving towards that. And a lot that are still resisting it really, really, very much. And with the whole, everybody has to go back to the office three days a week, or, we're gonna be doing this, these things in different ways and, like put up or, put up or put out and. Some of what you describe on the other end feels a little utopian, but I'd love it. I feel like there are a lot of folks who've been wanting management to shift in that direction for a long time. So I'm, I'm curious about your, your reactions to, to, to our current moment.
Betina: Yes. We've seen a lot of organizations wishing to change, but there is a lot of resistance. So the way we are helping them is by bringing them awareness of who they are, the leaders, having them having awareness of themselves and having awareness of the teams, the, the main people they have. Together with them and how to better communicate. That's why this training is super important because what we do is we send a self-assessment task for every participant. They do the test, they receive a report of 28 pages that they can understand better about themselves. And then we do a workshop, a four hour workshop with the whole team explaining how they can use this knowledge. To better communicate with each other. You asked me about the framework. How does it work? So Marco and Antonio, the guy who developed this methodology, he's been a coach for four years in Brazil. He was the founder of ICF, the international association coaching association in Brazil. And he mainly coaches CEOs of big corporations over. After 35 years of experience leading and coaching CEOs, you figure out the main problem they have is leading teams and forming efficient teams like combining different personalities and different skills in an efficient team. So as you might have heard, a disk is an amazing tool in the market, but a more than 80 years old disc is very old compared to our Reality right now. And there are other tools like Agram that are very efficient, but they require a lot of study. And whenever you want to scale down to the whole team, a methodology like that, without spending a lot of money with consultants, it's important to have an easy way to transmit knowledge. So the methodology that he has. This framework has only five types and they are the thinker, the achiever, the organizer, the social and the integrator. And I can tell a little bit about each type so you can understand the difference between them, but he normally uses colors. So the thinker is the white. As we can imagine, for example, a human being connected to the cosmos, to the ideas. That's the white that represents it. The second one is the organizer, the blue, the person who is very here in the mind. The third one is the social, the green one. That's connected with the heart, with nature, the person that's very warm. The achiever is the gut, the orange, the person who really wants to get things done. And the integrator, if you visualize a person standing up, I can say that an integrator is a person who has roots, like a tree, a person who goes deep, who sees the interconnection between them. So, the framework that we use has five types and each person has at least two of them that they navigate in polar. And we explain a lot about polarity. Sometimes we think our boss is crazy because one day they're acting one form. And the second way they're totally different is because they're navigating into the two main characteristics. And in polarities, I'm gonna give you an example, a person who is green, who is very social, they're very empathic. But at the same time, they victimize themselves a lot when they're in the negative part of the green. So that's why it's hard. Sometimes you go to a person who is green and they're very happy, welcoming the next day they're complaining and everything's a disaster. So understanding polarities, that's something that's already in our environment and understanding that the person can have two different types and they use this to navigate the world. It's essential. So the framework also explains that during our life we develop our third. Skill the third type. This is what brings balance. So imagine if you're navigating into two different types and for you to have balance, you have, you need something to hold you in the middle, and this is the skill that you develop along your life. We call it the third color. So it's very simple. It's only five colors and the framework it's Sorry to say again, it's easy and simple. So a leader can be trained and train their employees to apply this in their personal life. And someone who participates in the workshop will be able to go back home and identify the kids' personality, how to interact with them and will be able to use another personal life and professional life at the same time.
Carol: Yeah, as you describe those different types, I can, I can see myself going back and forth between the, I don't know, the thinker of the achiever. And then through all the work that I've done, probably, always trying to strengthen myself, the relator or I don't remember what you called that group, the social, the social group. So, yeah. And and, and polarities, you mentioned, can you, can you say a little bit more about what polarities are and, and why, why they're important?
Betina: Okay. Yes. I think this is super important. Everything that exists in the world has polarities. For example, day and night, hot and cold reason and emotion, right or wrong results of relationships, networks, or hierarchy. So polarities are present in our life. All the. The same way our native talents have PLAR. So, as I was explaining, if I'm a social person, sometimes I can be very loving. Sometimes when I'm negative of myself. Socially, I can be victimizing if I'm an achiever, a person who wants to get things done, they can really achieve goals, but in a negative part, maybe they can go over some people to achieve their goals. They can be seen as a cold person. So every type that we have in our framework has positive and negative parts. And whenever you receive your report, you're gonna be able to read everything that you have as a positive, everything that you have as a negative and how to relate with different color.
Carol: Yeah, I appreciate working helping groups see polarities cuz especially working in groups, there's often a push pull between relationships and tasks. Like what, getting into task. What's the agenda? What are we, what are we doing next? Versus, let's get to know each other. Let's build trust. And I feel like a lot of groups feel like they have to choose one or the other. And going through that exercise of mapping out, okay, what are the positives for relationships? What is the shadow side? What's the positive for, focusing on, on task and what are the shadow sides, helping them see that you can, you can really have how might they. Really leverage more of the positive of each side versus having to feel like they have to choose one or the other way of working together. So I feel like it helps groups bring a little more balance that they can kind of. tack back and forth between, okay, well, we're gonna do a check-in at the beginning. It doesn't mean we're gonna spend the entire meeting checking in. We do have some things we need to get done where we're an organization that has a mission as a purpose. So I love that tool as one that I think it's very often very eye opening for groups. It releases them from that either or thinking. How do you see that? Playing out in terms of teams thinking through their different strengths that they bring to the table? The way
Betina: We approach this as we do some exercises together and one of them is teaching them to compare individual versus collective. So we write everything that by working individually, what are the benefits of working individually? What are the shadow parts of working by yourself? For example, the positives of working by yourself is that you control your time. You can prioritize. What's important to you? You have a peaceful mind, less conflict. You can move quicker, you have control and efficiency, but when you're in the negative or being individually too much individually, You, you can fuel only, you only have a single perspective. You have to put more effort on what you're doing. You can get stuck, feel overwhelmed, and maybe you can have blind spots. Whenever we are working on the positive of the collective, like working in a group, we have different perspectives. We have more strength to leverage. We have collective experience. We can go faster alone, but further together. And in the negative part, maybe we can deal with drama. We need to deal with feelings. We have to compromise. Maybe we'll move slower and could be more expensive. But what we teach them is how to navigate. If you're in the positive of the individual, you go to the negative, the way of getting. Is going to the positive of the opposite, the positive of the collective. So how to navigate in this framework is the secret. Whenever you transcribe this framework to relational intelligence. So we go in the basics, understanding the concepts of polarities first, and then we introduce them to the different types and how to navigate in your native talent.
Carol: So I feel like a lot of the conversation about remote work or work in the office has to do with this push pull again between the individual work and collective work. And what, what settings do people need for each and a lot of assumptions from how work used to be in terms of, the, this idea that if we're in the office, we're gonna bump into each other and have. co collaborative aha moments where actually the studies have shown that actually that doesn't happen a whole lot. It may have those bumps, those kinds of. Bumping into someone and having conversation moments in the office may have to do more with that relational aspect of just getting to know each other and building trust, getting to know the person outside of their work role. But I'm curious when, as organizations are having to navigate this. Do we continue working remotely? Do we do a hybrid? Do we in person curious how that individual versus collective conversation plays in these types?
Betina: I'm not sure if I understood your question.
Carol: So you were talking about the individual and the collective, and I feel like we're in this moment where A lot of things that were taken for granted when we all were in the office together are having to be pulled apart with virtual and remote work. And I'm just curious about how you see this framework and working between those, those modalities play out when, when teams are navigating working remotely.
Betina: I can give you an example with a corporation that we implemented, this methodology better business bureau has 17 employees and we train all of them. And the benefits of understanding their own strengths was that when they came back to the office from working remotely, they were able to understand what preference each person has. So the achiever, they really want to have goals and settings and it's okay for them to go back to the office as soon as they can. If they can achieve their goals for society, it's super important to come back because they need this relationship for the blue ones who are the rational ones. They don't need this touch. They really need to see black and white plans in advance. They prefer to stay at home. But have been aware of what their strengths are, if they are blue, but at the same time, they have a little bit of green going to the office. They can meet and smack the activities that they're doing, but respecting each other and understanding their differences is what will make a huge difference in the organization. So they were able to better communicate and set expectations about coming back from remote work, by knowing each other better. I can also give you an example. If you understand the native talents of someone new that you just hired, you can create a new integration process for this. Imagine you're giving a task to several animals. For example, to be fair on the selection. I want everybody to climb this tree and you're saying this to a monkey, to a ping wing, to an elephant, to a fish and to a dog, not everybody will be able to climb a tree, but the monkey will say, okay, I will get it. And that's the same thing. When you are in a work environment. I don't want to compare anyone to animals. I just think that everybody has different lands, how they see the world. If the leader understands what are the lenses that this person is using to see the world, they will be able to better communicate, to better prepare an integration process, to better prepare a meeting, to delegate and also to follow up and give feedback.
Carol: Excellent. Excellent. Yeah. I think that, using any tool that helps teams have a better understanding about how people are approaching things, their thinking process and how they're processing information. You know how they approach things differently and having them have a conversation about that is always gonna help the team work more effectively together in the future.
So at the end of every episode, I like to play a game where I ask one random icebreaker question. So the one I've got here is very unrelated to what we've been talking about, but what show on Netflix or streaming service of your choice, did you binge watch embarrassingly fast? Anything recently?
Betina: I think I will go back to nonprofits. I'm sorry. I'm a patient about nonprofits. I saw a documentary about nonprofits, international nonprofits. And when I was watching, I said, oh, this will help me so much. I will be very in love with nonprofits. Look, they even have a program on Netflix, but after I watched them, they were showing the bedside of the nonprofits. Oh no, I was so sad. Showing how we are exploring the third word and everything, but I think it was super important for me to have a different perspective. A different approach, a blind spot that I wasn't able to see how the third world is receiving the support from international nonprofits. And this made me be more aware that it's important to see positive things and negatives all the time. Not just thinking that everything is beautiful, but listening to both sides to make my own conclusions. So I'm still very passionate about the nonprofits. I truly support international nonprofits. I think they're doing amazing work. If they weren't here, we wouldn't be able to change the world. Nonprofits are doing everything that nobody else wants to do. So I admired it and I was happy to find this on Netflix.
Carol: Yeah. So I think with, with anything that people create, there's always an upside and a downside, every person, every type there's always the positive part. And then when you do too much of it you can get in your own way. So, yeah, absolutely. So what are you excited about? What's coming up for you? What's emerging in the work that you're doing?
Betina: I work as a coach and one of my best clients is my husband. And recently he wasn't happy at his work. And I was thinking that I have so many tools to help someone find a new job. Why don't I use it with my own husband? I said, okay, I'll give it a try. Sorry that I'm clapping here. Maybe it's still loud for you guys. But I was super excited to apply everything that I knew to help a person find a new job. He did several interviews and he finally found a job inside the same company he is in right now. And we are moving to Australia at the end of the year. Oh wow. I plan to keep working with nonprofits. I plan to keep having my show of wisdom for nonprofits that I have a podcast and doing the same. Just in another country. I came from Brazil, stayed six years in the United States and my next journey will be in Australia.
Carol: That is so exciting. That is so exciting. Well, good good wishes to you as you make that transition. That's a, that's always a big one and changing countries and learning a new culture, always a big transition, but I'm sure it will. I'm sure you'll manage it incredibly well. And I'll be looking forward to hearing about your exciting adventures in Australia.
Betina: Yeah, I hope so. And maybe we can share some knowledge from the nonprofits over there in your show later on. Everything that I learned that I think could be beneficial to nonprofits, I would try to share.
Carol: Excellent. Excellent. All right. Well, thank you so much.
I appreciated Betina’s perspective on polarities. Polarities are everywhere – breathing in and breathing out, rest and activity. In groups and organizations one where there is often a lot of push and pull – relationship vs task. Many conflicts come from trying to argue for or against one side of a polarity. As I phrased it there relationship vs task. Big picture vs details. But the truth is we always need both sides of polarities. And there is an upside and downside of each. For the relationship and task example. If you focus only on task which is often the pressure in our culture – the upside is you are efficient, you get a lot done and are productive. But you might burn out yourself in the process. You might alienate team members and bruise some feelings. If you only focus on relationships in a workplace – the upside is you know each other well, you – hopefully – enjoy each other's company. But the downside is you are not actually moving your mission forward, you may be very conflict averse and avoid tough conversations. But in reality you do not have to choose one or the other. You can attend to relationships and get work done. And as organizations grapple with whether or not to return to the office – hybrid or 100% remote. This will be impacted by what type of work your organization focuses on. And practically some organizations are still locked into office leases that impact their decision making.
Yet I invite leaders to decouple the idea that the office equals organizational culture. Every human group creates a culture – So remote only teams and organizations have a culture too. Culture is not created by the building – it is created by people in the building or the Zoom room. Whether you create that intentionally and are mindful of it or not is a different question. And even 100% remote teams get together periodically. Many remote first organizations have periodic retreats where they bring everyone together for team building, planning and other activities. So again you are not stuck in an either or. If you do decide to let go of your office, take some of the money you are saving on rent and be sure and compensate employees for those extra expenses they are incurring by working at home. And provide stipends for going to a co-working space if they do not have a good space at home conducive to work.
Thank you for listening to this episode. I really appreciate the time you spend with me and my guests. You can find out how to connect with Betina, her full bio, the full transcript of our conversation, as well as any links and resources mentioned during the show in the show notes at missionimpactpodcast.com/shownotes.
I want to thank Isabelle Strauss-Riggs for her support in editing and production as well as April Koester of 100 Ninjas for her production support. Please take a minute to rate and review Mission Impact on Apple podcasts or wherever you listen to podcasts. It helps other people find the podcast. We appreciate it! And until next time, thank you for everything you do to contribute and make an impact.
My passion is helping nonprofit organizations and associations have a greater mission impact.
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